User

Complaint Policy & Procedures

Effective Date: 07/01/2025

1. Purpose

UNDERME is committed to ensuring a smooth and fair experience for all users, including buyers and sellers. This Complaint Policy outlines the process for handling disputes, complaints, and issues that may arise during transactions on our platform.

2. Scope

This policy applies to all users of the UNDERME marketplace, including buyers, sellers, and any third parties who engage with the platform.

3. Definition of a Complaint

A complaint is defined as any dissatisfaction expressed by a user regarding:

  • A transaction (e.g., item not received, item not as described, payment disputes).
  • A seller’s or buyer’s conduct.
  • The platform’s services, policies, or technical issues.
  • A breach of our Terms & Conditions or Community Guidelines.

4. How to File a Complaint

Users can submit complaints through the following methods:

When submitting a complaint, users must provide:

  • Their registered account details.
  • Order reference number (if applicable).
  • A clear description of the issue, including supporting evidence (e.g., screenshots, messages, tracking information).

5. Complaint Handling Process

  • Acknowledgement: We shall acknowledge receipt of the complaint within 48 hours.
  • Initial Assessment: Our team shall review the complaint within 5 working days.
  • Investigation: Depending on the nature of the complaint, we may request additional information from the complainant or the other party involved. This process typically takes up to 14 days.
  • Resolution: A resolution shall be provided, which may include mediation between parties, a refund recommendation, or necessary action against policy violations.
  • Final Decision: The decision shall be communicated in writing via email or through the user’s account within 30 days of the initial complaint.

6. Dispute Resolution

  • UNDERME encourages users to resolve disputes amicably before escalating
  • If a resolution cannot be reached, users may be directed to an alternative dispute resolution (ADR) service.
  • If applicable, users may have the right to seek legal remedies under UK consumer protection laws, including the Consumer Rights Act 2015.

7. Seller & Buyer Responsibilities

  • Sellers must provide accurate product descriptions and respond promptly to disputes.
  • Buyers must ensure fair use of the complaint process and provide genuine concerns.

8. Misuse of the Complaint System

UNDERME reserves the right to take action against users who:

  • Submit fraudulent complaints.
  • Repeatedly abuse the dispute resolution process.
  • Violate UNDERME’s Terms & Conditions or engage in prohibited activities.

9. Appeals

If a user disagrees with a decision, they may request a review of the outcome within 7 days of receiving the resolution notice. The appeal shall be reviewed by a senior complaints officer and responded to within 14 days.

10. Contact Information

For further assistance, please visit our [email protected] where additional resources and guidance can be found.

Note: This Complaint Policy is subject to periodic review and updates. Users shall be notified of any significant changes. By using UNDERME, users agree to this policy and our Terms & Conditions.

UNDERME LTD is registered in the UK and operates in accordance with UK laws and regulations.