Complaints Policy

Built to Roam is committed to providing a high-quality service to all users, partners, and community members. We welcome feedback and take complaints seriously as they help us improve our platform, services, and relationships.

This Complaints Policy explains how you can raise a complaint, how we will handle it, and what you can expect from us.

1. Who this Policy applies to

This policy applies to:

• Website users and community members
• Buyers and sellers using the Built to Roam platform
• Converter partners and advertisers
• Any individual or business interacting with Built to Roam services

2. What is a complaint?

A complaint is any expression of dissatisfaction about:

• Our website or platform functionality
• Content published on Built to Roam
• Advertising, listings, or marketplace activity
• Our customer service or communications
• Actions or behaviour of Built to Roam, where we have direct responsibility

Please note: disputes between buyers and sellers or third parties may be outside our direct control, but we will review concerns where they relate to breaches of our terms or platform rules.

3. How to make a complaint

You can submit a complaint by:

• Emailing us at: hello@builttoroam.co.uk

When making a complaint, please include:

• Your name and contact details
• A clear description of the issue
• Any relevant dates, listings, messages, or reference numbers
• What outcome you are seeking (if applicable)

4. How we handle complaints

We aim to handle all complaints fairly, consistently, and promptly.

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Step 2: Investigation

We will review the information provided and may:

• Request further details from you
• Review platform records, listings, or communications
• Contact other parties involved, where appropriate

Step 3: Response

We aim to provide a full response within 14 working days of acknowledgement. If the matter is complex and requires more time, we will keep you informed of progress and expected timelines.

5. Possible outcomes

Depending on the nature of the complaint, outcomes may include:

• An explanation or clarification
• An apology
• Correction or removal of content or listings
• Changes to our processes or platform
• Enforcement action under our Terms and Conditions

6. Escalation

If you are not satisfied with our response, you may request that your complaint be escalated for further review. Please clearly explain why you remain dissatisfied and provide any additional relevant information.

7. Third-Party matters

Built to Roam acts as a platform connecting users, sellers, and partners. We are not responsible for the actions, products, or services of third parties. However, complaints relating to breaches of our terms, advertising rules, or community standards will be investigated.

8. Confidentiality and Data Protection

All complaints will be handled confidentially and in accordance with our Privacy Policy and applicable data protection laws.

Built to Roam reserves the right to amend, update, or modify these Policies at any time, at its sole discretion. Any changes will take effect upon publication on our website or upon notification to you, where applicable. It is your responsibility to review these Policies periodically to ensure you are aware of any updates.

These Policies must be read in conjunction with, and are subject to, our Advertising Terms and Conditions, Subscription Terms and Conditions, and Terms of Use. In the event of any inconsistency between these Policies and the aforementioned terms, the relevant Advertising Terms and Conditions, Subscription Terms and Conditions, or Terms of Use shall prevail to the extent of the inconsistency.