eBay UK Limited

If you have a complaint about our role as a credit broker, you can contact us at: ebayukcomplaints@ebay.com

How eBay (UK) Limited handles complaints

It is important to us that we resolve your complaints as quickly as possible and to your complete satisfaction.
eBay UK Limited

Credit Broking Complaints information for our customers

Contact Details
 
If you have a complaint about our role as a credit broker, you can contact us at:  ebayukcomplaints@ebay.com

How eBay (UK) Limited handles complaints

It is important to us that we resolve your complaints as quickly as possible and to your complete satisfaction.
 
On receipt of a credit broking complaint, we will:
  • Send you an initial acknowledgement within five days of receiving your complaint.
  • Provide you with details of our complaints handling procedures.
  • Fully investigate the complaint and, where necessary, contact you to seek clarification on any points.
  • Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint wherever possible, detailing how your complaint has been resolved and if any redress will be offered.
 
We are an Appointed Representative of Product Partnerships Limited (FRN: 626349). Therefore, you have the option of referring your complaint to our principal on the contact details provided below. 
Product Partnerships Limited    
Suite D2 Joseph’s Well
Hanover Walk
Leeds
LS3 1AB
Tel: 01274 921234
Email: info@productpartnerships.com
 
Adviser, Provider or Quality of Goods
Customers often express dissatisfaction about the product provider, or the quality of the goods. We will need to establish whether or not your complaint relates to our role in introducing you to the finance product provider, the service or performance of the product provider, or the quality of the goods. If unclear, this must not delay investigation and we will proceed with our own investigation.
 
If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.
 
If we cannot resolve your complaint within eight weeks
While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, we will explain the reasons for the delay and advise that if you are not satisfied with our progress, you may be entitled to refer the complaint to the Financial Ombudsman Service.
 
Closing a Complaint
Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.
 
Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.
 
Financial Ombudsman Service (FOS)
If you are unsatisfied with the outcome of your complaint, you may be able to refer your complaint onto the Financial Ombudsman Service (FOS).  We will provide details of how to do so with our final response.
 
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