Complaints, Moderation & Appeals Policy

1. Making a complaint or report

Use the relevant in-product report function where available, or the published telephone channel. Explain the listing/account involved, the concern, and any non-sensitive supporting detail. Do not send passwords or sensitive verification documents through ordinary contact channels.

2. Review

• We may acknowledge and categorise the concern.
• Authorised staff may review relevant listings, messages, status history, evidence access, and account activity within their permitted scope.
• We may ask for clarification or use interim restrictions where reasonably needed for safety or evidence preservation.
• We will seek a proportionate outcome based on available information and platform policy.

3. Possible outcomes

Possible outcomes include no action, guidance, requested corrections, content removal, listing status changes, verification status changes, account restrictions, or escalation for further review. Privacy may limit what can be disclosed about another user or an internal review.

4. Appeals

A person affected by a moderation decision may request reconsideration and should identify the decision, explain why it may be wrong, and provide relevant non-sensitive information. Where practicable, an appeal should be reviewed by an authorised person who was not the original decision-maker.

5. External rights

This process does not remove any rights or remedies available under applicable law. Platform information is not legal advice.