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Complaints

We take complaints seriously and aim to resolve them fairly and in line with UK consumer protection (including the Digital Markets, Competition and Consumers Act 2025 and CMA guidance).

How to make a complaint

• Email us at support@usetradebridge.com with the subject line “Complaint” and a short description of the issue.
• Include your name, email, and (if relevant) the other user’s profile or match so we can look into it.

What we do next

• We will acknowledge your complaint within 5 working days.
• We will investigate and aim to give you a full response within 15 working days. If we need longer, we will tell you and give a new date.
• We may contact you or the other party for more information.

If you are not satisfied

If you are not happy with our response, you can contact the relevant body for your type of dispute (e.g. Trading Standards, Citizens Advice, or an alternative dispute resolution scheme we may use in future). We will set this out in our Terms of Service once finalised.

For general help (not a complaint), use support@usetradebridge.com or the “Help & Support” option in the app.