Complaints Handling / Dispute Resolution

2.Our response times

• First reply: our support team usually replies within a few hours.
• Acknowledgement: we acknowledge every complaint within 2 business days.
• Final response: we send our final written response within 8 weeks of receiving the complaint. If we cannot meet that, we will tell you why and when to expect it.

3.Escalation

• Stage 1, Support: the support team investigates and replies with what we will do.
• Stage 2, Review: if you are unhappy with that answer, reply asking for a review. Someone senior who was not involved looks at the complaint again and sends our final response.

4.If you are still not satisfied

Our final response will explain your options. If you are a consumer you can get free advice from Citizens Advice (citizensadvice.org.uk, consumer helpline 0808 223 1133), and you can bring a claim through the small claims track of the county court (in England and Wales, online at gov.uk/make-court-claim-for-money). Data-protection complaints can also go to the ICO (see the Privacy Policy).

Alternative Dispute Resolution (ADR): DropMarket is not currently a member of an ADR scheme. If we cannot settle a consumer complaint through our internal process, our final response will say so, name a certified ADR entity that could deal with it, and say whether we agree to use it, as the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 require. The EU ODR platform is no longer available to UK traders (post-Brexit), so it is not referenced.

Data-protection complaints follow the 30-day acknowledgement standard set out in the Privacy Policy.