Complaints & Customer Support
A clear route for raising a concern about a valuation, inspection, parcel, payment or return. We explain what to send us, how a review works and which policy applies to your issue.
What helps us investigate quickly
Give us enough information to identify the correct transaction and the exact point you want reviewed. This reduces back-and-forth and helps separate a delivery issue from an inspection, valuation or payment issue.
Your reference
Include the valuation, order or trade-in reference if you have one, plus the name and contact details used for the transaction.
Device details
Tell us the exact device model, storage and the condition/fault information that was originally submitted.
Supporting evidence
For parcel or condition disputes, include tracking, proof of posting, relevant messages and photographs taken before sending where available.
How a complaint is reviewed
We use a simple evidence-led process rather than treating every issue as the same type of complaint.
- Identify the correct transaction and communication history.
- Review the device information and inspection findings where applicable.
- Check parcel tracking, payment records or return details relevant to the issue.
- Ask for clarification if a material fact is missing.
- Explain the outcome or the next step available.
Condition or valuation dispute?
State exactly what you disagree with: model, storage, display, battery, charging, cameras, housing, account lock or another identified fault.
Frequently asked questions
How quickly should I raise an issue?
Contact us as soon as reasonably possible after you notice the issue, particularly while delivery, inspection, payment or return activity is still in progress.
What if I do not have a transaction reference?
Send the name, email or telephone number used, device details and approximate date so the relevant record can be identified.
Can I dispute a revised valuation?
Yes. Explain which inspection finding you disagree with and provide any relevant supporting information you have.
Does this complaints process affect my legal rights?
No. Nothing here is intended to remove rights or remedies that cannot lawfully be excluded under applicable UK law.
Related policies
Need us to review a transaction?
Send the reference, device details and the specific point you want reviewed.