Complaints and Appeals Policy

1. Start an appeal or complaint

Use Support → Appeal and provide the decision or case reference, relevant listing or account context, why you think it is wrong and any new evidence. If the issue is a general service complaint, use the closest Support category. Login is not required, so an account restriction does not prevent you contacting us. Do not create replacement accounts or duplicate listings to evade a decision.

2. Timing and acknowledgement

Submit as soon as practical. For a moderation decision, we accept review requests within six months of the decision and later where a mandatory right, new evidence or exceptional circumstance requires it. We aim to acknowledge within seven days and provide a substantive response within 30 days where practical. These are service aims, not a guarantee; legally required periods take priority. We explain significant delays where a safe contact is available.

3. How review works

We review the original reason, evidence and relevant policy, and seek a fresh human assessment where practicable. A reviewer must not treat payment, identity status or public account facts as proof of land ownership. We may maintain, change or reverse the decision, request more evidence or restore content subject to lawful conditions. A pending appeal does not automatically restore visibility when a material risk remains.

Account recovery and changes of control require separate security safeguards. An appeal cannot bypass ownership or identity-control checks. We explain the result and available next steps to the extent lawful and safe.

4. External rights and accessibility

This process does not prevent you approaching a competent regulator, consumer body, court or any legally available out-of-court dispute body. We do not impose mandatory arbitration through this policy or claim a particular dispute body has agreed to hear a case. Ask Support → Accessibility for help using the process. Good-faith complaints are not grounds for retaliation.