Complaints Policy (marketplace update): marketplace payments
Version 1.0

How to complain about Propvora, how we handle complaints, and how complaints differ from disputes and chargebacks.

1. What this policy covers

This policy covers complaints about Propvora and its Marketplace. Disagreements between a buyer and a Provider about an order are handled under the Marketplace Dispute Resolution Policy (/legal/disputes). Card disputes are explained in Chargebacks explained (/legal/chargebacks).

2. How to complain

Email [complaints email not yet configured], or write to us at 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom. Please include your name, the order or account concerned, what went wrong and what you would like us to do.

3. What happens next

1. We acknowledge the complaint and give a complaint reference.
2. We investigate and may ask for more information.
3. We reply with our findings and any action we will take.
4. If you are not satisfied, you can ask for a review by a more senior person.

We aim to acknowledge within a few working days and to reply in full within a reasonable period. These are targets and we will keep you informed if we need longer.

4. Providers' conduct

We can take action under our policies about a Provider's conduct, but we are not able to resolve contractual disagreements between buyer and Provider through the complaints process. Use the dispute process for that.

5. Your other rights

Making a complaint does not stop you using the courts, alternative dispute resolution, the Information Commissioner's Office for data issues, or your card issuer's process. This policy and the Marketplace dispute process do not replace statutory, court or chargeback rights.

6. Learning from complaints

We record complaints, look for patterns and improve the service.