Complaints Policy

We want Tetbury Hype to feel like a calm, trusted noticeboard for the town. If something on the Service isn't right, please tell us.

1. What you can complain about

• A listing or update that is misleading, offensive, or unlawful.
• A business that has acted unprofessionally based on something they posted.
• A bug, outage, or problem with your account.
• How we have handled your personal data.

For disputes about a purchase, offer or event provided by a business, please contact that business first — they are responsible for what they sell. If they don't resolve it, you can still let us know.

2. How to complain

Email hello@tetburyhype.com with:

• your name and the email address linked to your account (if any);
• what the complaint is about, with a link or screenshot if possible;
• what outcome you would like.

3. What happens next

• Within 3 working days we will acknowledge your complaint.
• Within 14 working days we will give a substantive response, or tell you when to expect one if it needs longer to look into.
• Where appropriate we will hide, edit or remove a listing while we investigate.

4. If you're not happy with our response

Tell us — we'll have a final review carried out by someone different from whoever replied first. For data protection complaints you can also contact the UK Information Commissioner's Office at ico.org.uk.

5. Vexatious or abusive contact

We treat every complaint seriously, but we may decline to engage with messages that are abusive, repetitive or made in bad faith.