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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 set out here our process for handling complaints.

For most complaints, please follow Part A.  If your complaint relates to our handling of your personal data or your privacy, please click here and follow Part B.  

Part A

How to make a complaint (Step 1)

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 (Step 2)

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 whose contact details are:

Darren Bond
Global Managing Director

Christie & Co
Whitefriars House
6 Carmelite Street
London EC4Y 0BS

Email: Darren.bond@christie.com

Referring a complaint (Step 3)

In the event that we have been unable to satisfactorily resolve your complaint in steps 1 and 2, and you wish to seek advice from a third party, we will agree to the referral of your complaint to:

The Centre for Effective Dispute Resolution
The International Dispute Resolution Centre
70 Fleet St
London. EC4Y 1 EU

Telephone: 020 7536 6000
Email: info@cedr.com
Website: www.cedr.com

CEDR handles consumer to business and business to business complaints.

Part B

Below is our procedure for any complaints about personal data and/or privacy as per the Data (Use and Access) Act 2025.

How to make a Data Protection Complaint (Step 1)

If your complaint relates to how we collect, use, store, or otherwise process your personal data, it will be treated as a data protection complaint and handled in line with applicable legal requirements.

If you have a complaint about the service you have received, please write or send an email to;

the Data Protection Officer

Christie & Co
Whitefriars House
6 Carmelite Street
London EC4Y 0BS

Email: dpo@christie.com

When you make your complaint

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.

We inform individuals about their right to complain in our privacy notice; and when responding to relevant data rights requests.

Information we may require

To investigate your complaint, we may request:

  • Details of the issue
  • Supporting evidence
  • Proof of identity (where necessary)
  • Proof of authority if acting on behalf of another person

We will only request identification where necessary and proportionate.

Referring a data protection complaint (Step 2)

If your complaint relates to personal data and remains unresolved, you have the right to contact:

Information Commissioner’s Office (ICO)

Wycliffe House
Water Lane
Wimslow
Cheshire
SK9 5AF

Website: https://ico.org.uk
Helpline: 0303 123 1113