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    Complaints & Disputes

    How to raise a problem with PetTrader, another user or a listed business — and what happens next.

    We want problems fixed quickly and fairly. This page explains how to complain, what we do with your complaint, and where to go if you are still unhappy.

    1. Complaints about an advert or a user

    Use the Report button on the advert, or the contact page with the listing link. Tell us what is wrong and include screenshots or message extracts where you can.

    • We acknowledge every report within 2 working days.
    • Urgent animal welfare or suspected fraud reports are reviewed the same working day.
    • We may hide an advert while we investigate.
    • You are told the outcome within 10 working days.

    2. Complaints about a listed business

    Contact the business first — most issues are a misunderstanding. If that fails, report the business through its directory page or the contact page. We can remove misleading claims, unverify a badge, or suspend a directory listing, but we cannot award compensation for services you bought from a third party.

    3. Complaints about PetTrader itself

    Billing, account access, verification decisions or advert removals: email us via the contact page with the subject "Complaint". We aim to resolve within 10 working days. If you are not satisfied, ask for it to be escalated for a final review by a director; that final response is issued within a further 20 working days.

    4. Disputes between buyers and sellers

    PetTrader is an advertising platform and is not a party to any sale. We are not able to arbitrate on price, health or condition. We will, where we can lawfully do so, share the relevant advert record with the police, Trading Standards or a court on request.

    Read our safety guide before paying anyone, and keep negotiations in PetTrader messages so there is a record.

    5. Verification and appeals

    If your verification badge is refused or withdrawn, you can appeal once by replying with the supporting documents (licence, insurance schedule, association membership). Appeals are reviewed by a different person from the original decision.

    6. Escalating outside PetTrader

    • Fraud or scams: Action Fraud (actionfraud.police.uk) or Police Scotland on 101.
    • Animal welfare: RSPCA (England & Wales), SSPCA (Scotland), USPCA (Northern Ireland).
    • Unlicensed breeding or misdescription: your local council's Trading Standards or licensing team.
    • Data protection: the Information Commissioner's Office (ico.org.uk).
    • Payments: your card issuer's chargeback process.

    See also our terms of service, business listing terms and privacy policy.