Start With the Right Contact Route
Please use the enquiry form on our contact page to log a complaint about a valuation, auction process, site visit, catalogue listing, collection or general service matter. That gives our team one written record to trace, which helps avoid mixed messages and keeps the matter moving.
When you submit the form, include the property or site location, the date of the service, the names of any team members involved if you have them, and a short summary of what happened. If there are photos, documents or notes that support your concern, add them as well.
- State what service you used
- Explain what you believe went wrong
- Include dates, times and the site area if relevant
- Attach any supporting records you have
What Counts as a Complaint
A complaint is any concern about the way a service was carried out, communicated or followed up. That can include delays, unclear instructions, missed details in a catalogue, concerns about access arrangements, a dispute about an inspection report or a concern about how a viewing day was managed.
In valuation work, it is important to remember that a valuation is an informed opinion of value based on the information available at the time. It is not a guarantee of a sale price. If you are unhappy with the basis of a valuation, we will review the assumptions, the condition notes and the information used, then respond in writing.
How We Handle Your Matter
Once your complaint is received, we acknowledge it and assign it to the right person to review. For example, auction related concerns may go through the Auction Manager or the Operations Coordinator, while valuation matters may be reviewed with the Senior Valuer and the MD where needed.
We then check the records, speak to the staff involved, and look at the service timeline. If there was a misunderstanding, we will explain it plainly. If we made an error, we will say so and outline what we can do to correct it. We aim to keep the process practical, direct and fair.
- We review the written complaint and supporting records
- We speak to the relevant team member or site contact
- We check job notes, images and internal logs
- We respond with findings and next steps
What We May Ask For During Review
Some matters can be resolved from the first message. Others need a bit more detail. We may ask for extra information so that we can understand the issue properly and avoid guessing. That might include a job number, lot reference, site access details, a copy of a listing, or the time an inspection took place.
If the complaint relates to an auction day or clearance process, we may also ask about the viewing period, bidder communication, site handover or collection arrangements. Where a complaint involves machinery on industrial sites in Gauteng, KwaZulu-Natal or the Western Cape, clear photos and location details are especially helpful because condition and access can vary quite a bit.
Escalation And Final Response
If a matter is not resolved at the first level, it is escalated to senior management for a closer review. Our managing director, Siyabonga Mthembu, may become involved in more serious or sensitive matters, especially where there is disagreement about process or communication.
We then issue a final written response with the outcome, any correction that will be made, and any further action we believe is appropriate. In some cases the answer will be that the service was carried out correctly but further explanation is needed. In others, the response may include a service correction or internal follow up.
- Escalation happens when a complaint needs a senior review
- Final responses are given in writing
- The outcome may include explanation, correction or closure
- We keep a record for future reference
Keeping Service Standards Consistent
We work across Kempton Park, Johannesburg, Pretoria, Durban, Cape Town and Gqeberha, so good record keeping matters. Load-shedding, site access rules, coastal humidity and municipal requirements can all affect inspections, catalogue work and collection timing. Clear complaints help us spot where communication slipped and where our process needs tightening.
Our team, including Naledi Khumalo, Pieter van der Merwe, Ayesha Ismail, Thabo Molefe, Johan Botha and Lerato Nkosi, works from the same basic standard: treat the issue seriously, check the facts, and reply in a straightforward manner. If you have concerns, raising them early usually makes resolution easier.
Use the enquiry form on our contact page and keep your message focused on the service issue. That gives us the best chance to resolve it properly and without unnecessary delay.
