Complaints

Send an email to hello@fairhandover.co.uk with “Complaint:” at the start of the subject line.

Please include, where you can:

• Your name and the email address on your Fair Handover account (if you have one).
• A clear description of what happened, when, and why you think it was wrong.
• What outcome would resolve the matter for you.
• Any reference numbers (listing ID, invoice number, email subject line) that help us find the relevant records.

You can also write to us at our registered office: Mitigate IT Limited, 41 Plassey Street, Penarth, CF64 1EL. Email is faster.

• Within 3 working days of receiving your complaint, we’ll acknowledge it and give you a reference number.
• Within 14 working days of receiving your complaint, we’ll send you a substantive response setting out our findings, our reasoning, and any action we’re taking.
• If a complaint is unusually complex and 14 working days isn’t feasible, we’ll write to you with a revised timeline before that deadline passes. In any event, we’ll send a substantive response no later than 30 working days after receipt.

Working days are Monday to Friday, excluding England & Wales bank holidays.

This procedure covers complaints about the Fair Handover platform, our staff, our handling of your account, our billing, and our moderation decisions. It also covers conduct of other users on the platform where we have a moderation interest.

Some things sit outside this procedure because they have their own dedicated route:

• Data-protection requests (a copy of your data, deletion, correction, etc.) — email privacy@fairhandover.co.uk or see our Privacy Policy.
• Commercial disputes between a buyer and a seller about an actual or potential business sale — we are an introductions-only platform and are not a party to those transactions. Disputes there are matters for the parties’ own solicitors.
• Suspected wrongdoing by another user (fraud, harassment, etc.) — please flag this in your complaint so we can route it through our trust-and-safety process rather than the general complaints route.

If our response doesn’t resolve the issue for you, you can take it further. The right route depends on the nature of the complaint:

• Data protection — the Information Commissioner’s Office handles complaints about how organisations use personal data. Phone 0303 123 1113.
• Unfair or misleading commercial practices — the Citizens Advice consumer service (which feeds into Trading Standards). Phone 0808 223 1133.
• Misleading advertising — the Advertising Standards Authority.
• Contract disputes — for claims under £10,000, the UK small claims court.

You can also raise a complaint directly with one of these bodies without going through us first — using our procedure isn’t a precondition. We mention it because resolving things directly is usually faster for everyone.

We keep a record of every complaint, including your contact details and the subject matter, for 6 years from closure. This is so we can review our service over time, demonstrate accountability to regulators, and defend against any claim that may later arise. Full detail of how we handle personal data is in our Privacy Policy.