Complaints and disputes
How to raise a problem, and what happens next.
Step 1 — report it
Send your complaint with the transaction number, what went wrong, and photographs or documents. For complaints about the condition of a unit a reporting period applies from the date of arrival.
Step 2 — acknowledgement
Within two working days you receive a file number and the name of the person handling it.
Step 3 — investigation
Within ten working days we set your report against the inspection report, the shipping documents and the other party’s declaration, and hear both sides.
Step 4 — decision
You receive a written decision with reasons. Possible outcomes: upheld in whole or in part, a division of costs, a repair or replacement arrangement, or rejection.
What a decision means for the mark
Where a dispute is decided against a member, the mark can be withdrawn. That applies on both sides and without exception.
What we do not do during a dispute
We do not hold back money that is clearly owed to a party, and we do not use an open dispute as leverage in other transactions.