Complaints Procedure

Last updated: 7 July 2026

We take complaints seriously. This Procedure applies to complaints about Watch Chamber's own service — the Platform, Listing fees, Members Club subscriptions, verification outcomes, moderation decisions and data-handling. It does not replace the rights and remedies you have against another user in relation to a Transaction — see the Marketplace Disclaimer and the Buyer Safety Guide.

1. How to submit a complaint

Email info@watchchamber.co.uk with:

• your account email;
• what happened, when, and any URLs or reference numbers;
• what outcome you are seeking;
• any supporting evidence (screenshots, emails, Stripe references).

2. Acknowledgement

We aim to acknowledge complaints within 3 business days.

3. Investigation

A member of our Trust team reviews the complaint, gathers information from the relevant systems and — where appropriate — the other party or teams involved. Complex issues (e.g. suspected fraud or counterfeit) may take longer.

4. Response times

We aim to provide a substantive response within 10 business days. Where more time is needed we will tell you and give a revised timeline.

5. Escalation

If you are not satisfied with the outcome, reply within 20 business days and ask for the matter to be escalated. Escalations are reviewed by a senior member of the team who was not involved in the original decision.

6. External escalation

• For data protection complaints, you may contact the Information Commissioner's Office (ico.org.uk).
• For consumer complaints about a Dealer, contact Citizens Advice or the Trading Standards service in the Dealer's local authority.
• For suspected fraud, contact Action Fraud (actionfraud.police.uk) or the Police.
• For payment disputes, contact Stripe via the receipt or your card issuer.

7. Record keeping

We keep complaint records for at least 3 years to help us learn and improve — see the Privacy Policy.