Complaints Procedure

CarWebb Complaints Procedure

At CarWebb, we strive to deliver a secure, transparent, and fair marketplace experience. When issues arise between users or regarding our platform services, we handle grievances through a formal, structured 5-stage procedure.

Stage 1: Frontline Support Resolution

• First Point of Contact: Email support@carwebb.com with details of your issue, listing reference, and any supporting documentation.
• Target Response: Within 24 hours during published support hours (Monday–Friday, 09:00–18:00 UK time).
• Our frontline customer support team will investigate and attempt an immediate resolution.

Stage 2: Formal Management Review

• If you are dissatisfied with the Stage 1 outcome, request formal escalation to support@carwebb.com (marking 'Formal Complaint Escalation' in the subject line).
• A senior marketplace operations manager will conduct an independent review of your case.
• Formal Response Window: A formal written finding will be provided within 5 business days of receipt.

Stage 3: Marketplace Conciliation & Listing Disputes

• For disputes relating to platform communications, cancelled viewings, or alleged vehicle misdescriptions:
• CarWebb will review communication transcripts and listing representations.
• As an intermediary platform, CarWebb facilitates informal conciliation but does not hold vehicle purchase funds or act as an arbiter of private sales contracts.

Stage 4: Severe Safety & Fraud Escalation

• Allegations involving cloned vehicle plates, fraudulent identities, odometer tampering, or financial theft are routed to our dedicated security team at support@carwebb.com.
• In severe matters, CarWebb liaises directly with the DVLA, UK Police (Action Fraud), and local Trading Standards authorities.

Stage 5: External Escalation & Regulatory Bodies

If our internal complaints procedure has been exhausted and you remain dissatisfied, you may refer your grievance to relevant UK statutory and consumer bodies depending on the nature of the dispute:

• Consumer Advice & Trading Standards: Citizens Advice Consumer Service (Tel: 0808 223 1133 / citizensadvice.org.uk) for consumer goods disputes regarding vehicle quality, trader misdescription, or statutory remedies under CRA 2015.
• Credit & Financial Disputes: Where a vehicle transaction involves motor finance brokered by an FCA-authorized lender or dealer credit broker, you may contact the Financial Ombudsman Service (financial-ombudsman.org.uk).
• Data Protection Complaints: For privacy or Subject Access Request disputes under UK GDPR, contact the Information Commissioner's Office (ICO) at ico.org.uk (Tel: 0303 123 1113).