Complaints Policy

PlateSeller.com

Operated by Plate Seller Ltd (Company No. 15150352).

Registered office: Plate Seller Ltd, Unit 1 Hill Village Business Park, Filleigh, Devon, EX32 0RP.

1. Introduction

Plate Seller Ltd (“PlateSeller”, “we”, “us”, or “our”) is committed to providing a high standard of service to all users of the PlateSeller platform.

If you are dissatisfied with any aspect of our service, we encourage you to contact us so that we can investigate the matter and work towards a fair resolution.

This Complaints Policy explains how you can submit a complaint and how we will handle it.

This policy applies to complaints relating to the PlateSeller platform, including competitions, marketplace transactions, and related services.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to our services, website, competitions, marketplace transactions, or customer support.

This may include (but is not limited to):

Issues relating to competition entries or results
Payment or refund concerns
Problems using the PlateSeller platform
Concerns regarding user conduct or listings
Customer service issues

3. How to Submit a Complaint

Complaints should be submitted in writing so that we can properly review the issue.

Please include as much information as possible, including:

your name
your contact details
the email address associated with your PlateSeller account (if applicable)
details of the issue or complaint
any relevant supporting information

Complaints may be submitted to: gdpr@plateseller.com

or by post to:

Plate Seller Ltd
Unit 1, Hill Village Business Park
Filleigh
Devon
EX32 0RP.

4. Complaint Handling Process

Once we receive your complaint we will:

acknowledge receipt of the complaint within 3 working days where reasonably possible
review the information provided and investigate the issue
contact you if further information is required
provide a response or proposed resolution as soon as reasonably practicable

Most complaints are resolved within 14 days, although more complex matters may require additional time if further investigation is necessary.

5. Refunds or Account Action

Where a complaint relates to payments, competitions, or marketplace transactions, PlateSeller will review the matter in accordance with our Terms of Business and Competition Terms and Conditions.

If an error has occurred, we will take reasonable steps to resolve the issue, which may include:

issuing refunds where appropriate
correcting errors in transactions or entries
taking account or platform action where necessary

Complaints relating to payment processing should first be directed to Plate Seller Ltd. Where the complaint relates to the processing of the payment itself, the matter may be referred to our payment provider Cashflows Europe Limited or Stripe Connect.

6. Escalation

If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed by a senior member of the PlateSeller team.

Following this review, we will provide our final response.

7. External Resolution

If you are not satisfied with our final response, you may seek independent advice or contact relevant regulatory authorities where applicable.

8. Continuous Improvement

Complaints help us improve our platform and services. We review complaints periodically to identify recurring issues and make improvements where appropriate.

9. Contact Information

If you have any questions about this Complaints Policy, please contact:

Plate Seller Ltd
Unit 1, Hill Village Business Park
Filleigh
Devon
EX32 0RP.

Email: gdpr@plateseller.com