Complaints

We want to offer our customers the very best service possible; a complaint regarding any aspect of our services is taken seriously which is why we have set out our process for handling complaints.

How to make a complaint

If you have a complaint about the service you have received, please write or send an email to the Compliance Officer using the details below, and they will direct your complaint to the appropriate Regional Director or Sector Head.

The Compliance Officer  
Christie & Co 
Whitefriars House 
6 Carmelite Street 
London EC4Y 0BS
Email: complaints@christie.com
 

When you make your complaint

In some cases, complaints will be referred to a senior member of the firm, for example if it is a complex valuation, advisory or agency matter.

We will always acknowledge receipt of your complaint within 7 working days and issue a full response (or if that is not possible, provide you with an update) within 28 working days. In some instances your complaint may take longer than this to investigate, if so we will write to you to inform you of our progress.

Escalating your complaint

If your complaint has not been resolved within the specified time frame, or if you are unhappy with the way in which we have dealt with your complaint, please contact our Global Managing Director on the following details:

Chris Day Managing Director 
Christie & Co 
Whitefriars House 
6 Carmelite Street 
London EC4Y 0BS

Referring a complaint

In the event that we have been unable to satisfactorily resolve your complaint and you wish to seek advice from a third party, the following organisations can help depending upon the nature of your complaint:

a) In the case of a consumer complaint, we will agree to the referral of your complaint to the Property Ombudsman (http://www.ombudsman-services.org/contact-us-property.html) of which we are a member and will comply fully with their rules and procedures.

b) In the case of a business to business complaint, we will agree to the referral of your complaint to CEDR Solve, the International Dispute Resolution Centre (https://www.cedr.com)