Tell us. A complaint about a buyer is also how that buyer's record gets corrected, which is the mechanism the whole platform depends on.
Your registration is all we need to start.
Free · No obligation · No pressure to accept anything
legal_reviewed is set to True in content.py.| Stage | Timescale |
|---|---|
| We acknowledge your complaint | Within 2 working days |
| We investigate and update you | Within 10 working days |
| Final written response | Within 8 weeks, and usually far sooner |
| If we need longer | We tell you why and when to expect a resolution |
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This is the complaint we most want to hear about. Tell us the reference, the offer accepted, the amount actually paid and the reason given.
We record every reduction against that buyer. Repeated reductions on accurately described vehicles cost a buyer access to the platform — that sanction is the only thing that makes the promise real, and it only works if sellers report it.
If the vehicle genuinely differed from the description, a revision may be legitimate. We will look at both sides fairly.
Contact us immediately and do not release the vehicle if it has not yet been collected. We will contact the buyer directly.
Your contract of sale is with the buyer, so ultimately any legal remedy lies against them — but we will assist, and non-payment is grounds for immediate removal from the platform.
If we cannot resolve matters, you may be able to take a dispute about a purchase to [ALTERNATIVE DISPUTE RESOLUTION SCHEME, IF A MEMBER — confirm membership before publishing], or pursue the matter through the courts.
Complaints specifically about how we have handled your personal data can be raised with the Information Commissioner's Office at ico.org.uk. [REVIEW: confirm ADR position and any regulatory referral rights that apply to your final operating model.]
[DATE]. Version 1.0.
Questions
Report it with your reference. It is recorded against that buyer and affects their standing, and repeated reductions cost them access to the platform.
Acknowledgement within 2 working days and a substantive update within 10.
The contract is between you and the buyer, so we cannot compel payment — but we intervene directly, and non-payment removes a buyer from the platform.
Keep looking
Tell us about it once. We check the market and come back with the strongest price we can confirm.
Takes a couple of minutes.
Free · No obligation · No pressure to accept anything