Complaints and Dispute Resolution Policy

How to complain

Use the order page for marketplace issues, or Report a Problem for anything else. Each complaint receives a tracking number.

Timelines

• Acknowledgement: within 2 working days
• Initial response: within 5 working days
• Resolution: within 30 days for most cases

Escalation and appeal

If you disagree with the outcome, reply to the decision within 14 days. A different staff member reviews the appeal.

Confidential channel

Safeguarding and beneficiary complaints can be made without giving your name.