1. General support and order complaints
For an order problem, open the order and use its support, return or problem action so the correct transaction and evidence are attached. For account or general help, use Contact support.
Explain what happened, what outcome you want and any relevant order, listing or conversation reference. Do not send payment-card details, passwords or unnecessary identity documents by email.
Valdeni does not promise a fixed response time, but urgent safety and active-transaction risks are prioritised.
2. Safety reports
Use the report control on the relevant listing, profile or conversation where possible. That preserves the necessary context and creates a case that can be reviewed.
If someone is in immediate danger, contact the emergency services first. A Valdeni report is not a substitute for urgent police, medical or safeguarding assistance.
Valdeni can preserve evidence and make a report to a payment provider, carrier, regulator, law-enforcement body or the National Crime Agency where required or appropriate.
3. Appealing a platform decision
A notice for a listing removal, account restriction, seller-compliance decision or safety outcome explains whether an appeal is available and where to submit it.
An appeal should identify the decision, explain the disagreement and include relevant evidence. Valdeni reviews whether the policy was applied correctly, whether the evidence supports the outcome and whether the measure remains proportionate.
Submitting repeated appeals without new information does not require repeated review. A serious new fact or clear error can justify reopening a case.
4. Professional seller complaints
A professional seller can complain about a restriction, suspension, ranking or promotion decision, access to marketplace services, or handling of seller information. The complaint should identify the affected account, listing or campaign and the requested resolution.
Where applicable, Valdeni gives the main reason for restricting or terminating a professional seller's access and considers the complaint through its internal process. Legal rights to seek another remedy remain available.
5. Privacy complaints
Send a data-rights request or privacy complaint to the privacy contact shown on the Privacy Policy. Valdeni may ask for information needed to verify the requester.
You can complain to the Information Commissioner's Office at any time. We would appreciate the opportunity to address the concern first, but you are not required to contact Valdeni before using your regulatory rights.
6. Other rights
These support and appeal processes do not prevent a chargeback, court claim, regulator complaint, law-enforcement report or other remedy available under law.
Valdeni may decline to decide a matter that belongs to a court, regulator, payment provider or carrier, but will preserve and provide records where lawfully required.