Complaints Procedure
Best Bidder Limited
Registered Company Number: 17336220
Registered Address: 128 City Road, London, United Kingdom, EC1V 2NX
Last updated: 7 October 2026
1. OUR COMMITMENT
Best Bidder Limited (“Best Bidder”, “we”, “us” or “our”) aims to provide a high standard of service to all customers, prospective customers, suppliers and other persons who deal with us.
We recognise that, on occasion, something may go wrong or you may be dissatisfied with our service, a Vehicle, a transaction or the way an issue has been handled.
We take complaints seriously and aim to resolve them fairly, promptly and consistently.
This Complaints Procedure explains how you can raise a complaint and how we will deal with it.
2. WHO CAN MAKE A COMPLAINT?
You may make a complaint if you are dissatisfied with:
a Vehicle purchased from us;
a Vehicle valuation or vehicle purchasing service;
the sales process;
our customer service;
information provided by us;
a payment, refund or other transaction;
the handling of an enquiry;
the conduct of a member of our staff or representative; or
any other aspect of our services.
You do not need to use the word “complaint” for us to treat your communication as a complaint. If you tell us that you are dissatisfied and expect the matter to be addressed, we will consider whether it should be handled under this procedure.
3. HOW TO MAKE A COMPLAINT
We encourage you to contact us as soon as possible after the issue arises.
You can make a complaint using any of the following methods:
Email: info@bestbidder.com
Telephone: 020 3010 7044
Post:
Best Bidder Limited
128 City Road
London
United Kingdom
EC1V 2NX
Where possible, please provide:
your name and contact details;
the Vehicle registration number, where relevant;
the date of the transaction or interaction;
your invoice, order or other reference number, where applicable;
a clear description of the issue;
details of any steps already taken to resolve the issue; and
the outcome you are seeking.
Providing this information will help us investigate the complaint efficiently.
4. ACKNOWLEDGING YOUR COMPLAINT
We will acknowledge receipt of your complaint where appropriate.
Where a complaint is made verbally and requires further investigation, we may ask you to provide the details in writing or may record the relevant details ourselves.
We may request additional information or documentation where necessary to investigate the complaint.
5. INVESTIGATING THE COMPLAINT
We will review the information available to us and, where appropriate:
review relevant records and correspondence;
review the Vehicle’s sales, inspection or valuation information;
speak to relevant members of staff;
review relevant photographs, documents or other evidence;
consider the terms applicable to the transaction; and
consider any relevant legal or regulatory requirements.
We will seek to deal with complaints fairly and objectively.
Where a complaint concerns a particular member of staff, we will, where reasonably practicable, ensure that the complaint is reviewed by another appropriate person.
6. RESPONSE
Once we have completed our investigation, we will provide a response explaining our position.
Where appropriate, the response may:
uphold the complaint;
partially uphold the complaint;
reject the complaint and explain why; or
propose an alternative resolution.
Where we identify that we have made an error, we will seek to take reasonable steps to correct it.
Any remedy offered will depend on the circumstances of the complaint, the applicable contractual terms and the legal rights available to the customer.
7. TIMESCALES
We aim to acknowledge complaints promptly and investigate them as quickly as reasonably practicable.
Some complaints can be resolved immediately, while more complex complaints may require additional investigation.
Where a complaint cannot be resolved promptly, we will aim to keep you informed of its progress and provide an indication of when you can expect a substantive response.
The timescale for resolving a complaint may depend on:
the complexity of the issue;
whether additional information is required;
whether the Vehicle needs to be inspected;
whether information needs to be obtained from a third party; and
any applicable legal or regulatory requirements.
8. VEHICLE-RELATED COMPLAINTS
If your complaint concerns the condition, performance or operation of a Vehicle, we may need to inspect the Vehicle before reaching a final decision.
Where appropriate, we may ask you to make the Vehicle available for inspection or diagnosis.
You should not carry out significant repairs or modifications to a Vehicle that is the subject of a complaint without first discussing the matter with us, where doing so could affect our ability to investigate the complaint.
This does not prevent you from taking reasonable steps to protect your safety or prevent further damage.
Nothing in this section limits any statutory rights you may have as a Consumer.
9. CONSUMER RIGHTS
Nothing in this Complaints Procedure affects or restricts your statutory rights.
Where a Vehicle has been purchased by a Consumer, applicable consumer protection legislation may provide rights and remedies in relation to matters including the quality, description, fitness for purpose or conformity of the Vehicle.
Depending on the circumstances, these rights may include rights to repair, replacement, price reduction or rejection of a Vehicle.
The specific rights available will depend on the circumstances and applicable law.
10. ESCALATING A COMPLAINT
If you are dissatisfied with our initial response, you may ask us to review the complaint further.
Please explain why you remain dissatisfied and provide any additional information or evidence that you believe should be considered.
Where reasonably practicable, the review will be undertaken by someone who was not directly responsible for the original decision.
Following the review, we will provide a further response explaining our position.
11. INDEPENDENT REDRESS
Where applicable to the particular transaction or service, we will provide information about any relevant alternative dispute resolution (“ADR”) or independent redress scheme available to you.
The availability of ADR may depend on the nature of the complaint, the type of transaction and any applicable regulatory requirements.
Nothing in this section prevents you from exercising any statutory or legal rights available to you.
12. FRAUDULENT OR ABUSIVE COMPLAINTS
We will consider complaints seriously and will not refuse to investigate a genuine complaint merely because it is difficult or inconvenient.
However, we reserve the right to take appropriate steps where communications are abusive, threatening, discriminatory, deliberately misleading or otherwise unreasonable.
This may include limiting communications to written correspondence or requiring communication through a designated contact.
This will not prevent a genuine complaint from being considered.
13. DATA PROTECTION
Personal information provided in connection with a complaint will be handled in accordance with applicable data protection legislation and our Privacy Policy.
We may retain information relating to complaints where reasonably necessary for the purposes of investigating and resolving the complaint, complying with legal obligations, protecting our legal rights, maintaining appropriate business records or preventing future disputes.
14. RECORD KEEPING
We may maintain records of complaints and their outcomes.
Complaint records may include:
the nature of the complaint;
relevant correspondence and evidence;
investigation findings;
decisions and responses;
remedies or resolutions offered; and
any subsequent escalation.
Complaint information may be used to identify recurring issues and improve our services.
15. CONTACT DETAILS
If you wish to make a complaint, please contact:
Best Bidder Limited
Email: info@bestbidder.com
Telephone: 020 3010 7044
Registered Address:
128 City Road
London
United Kingdom
EC1V 2NX
Registered Company Number: 17336220
Website: https://bestbidder.com/
Visit: By Appointment Only
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