Complaints Procedure
How to raise a concern and what happens next.
Last updated: 5 November 2026
How to complain
If you are unhappy with our service, tell us — we’d rather know. Send your complaint through the contact form (choose “Complaint”), by email or by WhatsApp. Please include your name, how to reach you, the listing reference if relevant, and what went wrong.
What happens next
- We acknowledge your complaint and tell you who is handling it.
- A manager reviews what happened, including messages and records.
- We reply with what we found and what we will do about it.
Reporting a suspicious listing or message
If you think a listing is fraudulent, or someone claiming to be from BV has asked you for money, please use the report form straight away. We never ask for payments to personal accounts.