Complaints

We want to hear when something has gone wrong. You can complain:

• through our contact form, choosing Complaint as the topic;
• by email to [complaints email address]; or
• from the relevant listing or deal in your account, so the complaint stays with the records.

Please tell us who you are, the car or deal involved, what happened, and what you would like us to do. Include any documents or photos that help.

• We acknowledge your complaint within 2 business days and tell you who is looking after it.
• We look at the records we hold and may ask you or the other party for more information.
• We aim to give you our response within 10 business days. If it will take longer, we will tell you why and when to expect it.
• If you are not happy with our response, you can ask for it to be reviewed by a senior member of the team who was not involved.

The sale agreement is between the buyer and the seller, so a dispute about the car itself is between them. We can still help by sharing the records we hold, such as the approved listing, messages, the signed agreement and the handover record, and by explaining the next steps.

Where purchase money is held in escrow, a disputed release follows iPromise's dispute process under the agreement. [Escrow dispute process and timeframes: to be confirmed with iPromise.]

Partners such as finance providers, wholesalers, carriers and insurers have their own complaints processes, and financial service providers belong to an approved dispute resolution scheme. Tell us too, so we can help you reach the right people and review whether to keep working with that partner.

You can seek outside help at any time. Depending on the issue, options include:

• Disputes Tribunal: an informal, low-cost way to resolve claims up to the limit set by law, including disputes between private buyers and sellers. See disputestribunal.govt.nz.
• Motor Vehicle Disputes Tribunal: for some claims against a motor vehicle trader, for example where you bought from a seller in trade. See justice.govt.nz.
• Commerce Commission: to report concerns about misleading conduct or consumer law. See comcom.govt.nz.
• Office of the Privacy Commissioner: for privacy complaints. See privacy.org.nz.
• Free advice: Citizens Advice Bureau (cab.org.nz), Community Law (communitylaw.org.nz) and Consumer Protection (consumerprotection.govt.nz).

Using our complaints process does not affect your right to use any of these options or any other legal right.