Complaints Policy
Last updated: October 6, 2026 · Version 2.0
We want to put things right if our service has fallen short. This policy explains how to complain and how we deal with complaints.
1. What is a complaint
A complaint is any expression of dissatisfaction, oral or written, about our marketplace, brokerage, escrow settlement or business services, or about how we have treated you.
2. How to complain
Send your complaint to admin@7baas.com with "Complaint" in the subject line, or by post to 7 Baas Limited, Unit 3-4, The Pixmore Letchworth Business Centre, Pixmore Avenue, Letchworth Garden City, SG6 1JG, United Kingdom. You can also tell us through the Telegram bot @Sbaas_bot, and we will record it as a complaint.
Please include: - your name and the e-mail address of your account; - the listing reference, deal or invoice number, where relevant; - what happened and when; - what you would like us to do to put it right; - copies of any relevant documents.
3. What happens next
- Acknowledgement — we acknowledge your complaint within 5 Business Days and tell you who is handling it.
- Investigation — the complaint is investigated by someone who was not directly involved in the matter complained about. We may ask you for more information.
- Response — we aim to send a full written response within 4 weeks. If we need more time, we will tell you why and when to expect it. In any case we will send a final response, or explain why we cannot yet do so, within 8 weeks.
Our final response will explain our findings, what we will do to put things right where we find we were at fault, and your options if you remain dissatisfied.
4. Escalation
If you are not satisfied with our response, you can ask for it to be reviewed by a director of 7 Baas Limited by replying to the final response within 4 weeks. The director's decision is our final position.
5. If you remain dissatisfied
7 Baas Limited is not authorised by the Financial Conduct Authority, and complaints about our services are not normally within the jurisdiction of the Financial Ombudsman Service. If our final position does not resolve the matter, you and we may agree to refer the dispute to mediation, or you may pursue the matter under the governing law and jurisdiction clause of our Terms of Use.
6. Complaints about other parties
Complaints about another user — for example a buyer or seller in a Deal — or about a third-party provider should be sent to us in the same way. We will review the matter under our policies and, where appropriate, refer it to the relevant party, but we cannot decide disputes between buyers and sellers.
7. Personal data
If your complaint is about how we use personal data and you are not satisfied with our response, you can complain to the Information Commissioner's Office (ico.org.uk).
8. Records
We keep a record of each complaint and our response for at least 3 years, and use complaints to improve our services.