Legal

Complaints Procedure.

Last updated: 8 July 2026. Our internal complaints process. Approved by the team and available to all users.

Our promise

We aim to resolve all complaints fairly, quickly, and in writing. We treat complaints as an opportunity to learn and improve the Platform.

1. How to complain

Email complaints@rapideal.co.uk with:

  • Your name and registered email address.
  • The transaction reference (if applicable — format RAPIDEAL-TX-XXXX).
  • A clear description of the issue.
  • What outcome you would like.
  • Any supporting evidence (screenshots, emails).

2. Acknowledgement

We will acknowledge your complaint within 3 business days of receipt.

3. Investigation

We will investigate the complaint and provide a final response within 8 weeks. If we need longer, we will write to explain why and tell you when you can expect a final response.

4. Final response

Our final response will: (a) accept the complaint and offer redress; (b) offer redress without accepting the complaint; or (c) reject the complaint with reasons. We will explain how you can escalate if you are unhappy with our response.

5. Alternative dispute resolution (ADR)

If we cannot resolve your complaint through our internal process, you may be entitled to refer the dispute to an alternative dispute resolution provider. ADR for property-related disputes in the UK is available through:

  • Property Redress Scheme — for agent-related complaints.
  • The Property Ombudsman (TPO) — for estate agency complaints.
  • Citizens Advice — for general consumer advice.

Rapideal is not currently a member of a redress scheme as we do not act as an estate agent. If you have a complaint about how we have operated the Platform, we will cooperate with any ADR provider you choose.

6. Regulator

For data protection complaints, you can contact the Information Commissioner's Office (ICO) at ico.org.uk.

For financial services complaints, contact the Financial Conduct Authority (FCA) — though note Rapideal is not currently FCA-regulated.

7. Records

We keep records of all complaints for at least 5 years, in line with our Privacy Policy.

8. Contact

Complaints Officer
Email: complaints@rapideal.co.uk
Post: Rapideal Ltd, Registered office address to be added once the company is incorporated, United Kingdom