LANGTONS is committed to resolving concerns fairly, promptly and at no cost to you. If something has not met your expectations, we would like the opportunity to make it right.
Nothing in this process limits any rights you may have under the Australian Consumer Law or other applicable laws, including your right to contact a regulator at any time.
Step 1 — Contact us
In the first instance, please contact:
- your Private Client Manager, if you have one, or
- our Customer Experience team on 1300 946 347 or service@langtons.com.au
Many concerns can be resolved quickly at this stage.
Step 2 — Lodge a formal complaint
If your concern is not resolved at Step 1, you may escalate it by submitting a written complaint via our Customer Experience contact form, marked for the attention of the Customer Resolution Team.
Please include:
- your name, Member identification and contact details
- a clear description of your complaint, including relevant dates, Lot numbers or order numbers
- the outcome you are seeking
- any supporting documents or photographs
What happens next
We will:
- acknowledge receipt of your formal complaint within 5 business days
- aim to provide a substantive response within 20 business days
If your complaint is complex and we need more time, we will let you know and agree a new timeframe with you.
Step 3 — Good-faith discussion
If your complaint is not resolved after Step 2, we will work with you in good faith — by phone, video conference or in person — for at least 14 calendar days in an effort to reach a resolution before any further action is taken.
External avenues
You may also choose to contact:
- the Australian Competition and Consumer Commission (ACCC)
- your State or Territory fair trading or consumer protection authority
- your State or Territory liquor licensing authority
- a community legal centre
For privacy-related complaints, you can contact the Office of the Australian Information Commissioner (OAIC). See How LANGTONS handles your personal information.
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Need assistance?
From buying and selling to delivery, storage and account support, our team is here to assist.
For personalised guidance, please contact your Private Client Manager or submit an enquiry via our Customer Experience and Auction contact form.
If you would prefer to speak with us, please call 1300 946 347 and follow the prompts so we can direct your enquiry to the appropriate team.