Complaints Procedure

We are committed to providing a high standard of service. If something goes wrong, we want to know about it so we can put it right and improve our service for everyone. This procedure explains how to make a complaint and what you can expect from us.

You can contact us in any of the following ways:

To help us investigate your complaint as quickly as possible, please include:

• Your full name and email address
• Your account username or the property listing reference
• A clear description of the issue and when it occurred
• What outcome you are seeking
• Any supporting evidence (screenshots, correspondence, etc.)

If you remain dissatisfied after receiving our final response, or if 8 weeks have passed since you first complained and you have not received a final response, you may escalate your complaint to the Property Redress Scheme (PRS), our approved redress scheme.

You may also seek advice from Citizens Advice (citizensadvice.org.uk) or from your local Trading Standards office.

If your complaint relates to a mortgage introduction made through our Platform, we will forward your complaint to our FCA-authorised principal firm, who are responsible for the regulated activity. They will handle your complaint in accordance with FCA complaint handling rules (DISP). If you are not satisfied with their response, you may refer your complaint to the Financial Ombudsman Service:

If your complaint relates to how we handle your personal data, please contact our privacy team at privacy@openforoffer.com. If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office at ico.org.uk/make-a-complaint.

We record all complaints and use this data to identify patterns, improve our service, and report to our redress scheme as required. Complaint records are retained for 6 years. Your complaint data is processed in accordance with our Privacy Policy.