Formal Complaint

[wezmoto]

How do you send a formal complaint letter to ebay ? Anyone know ?

I have tried multiple times to find this info using the new (and useless) AI Help & Contact pages.

Thanks in advance for any help...

[tressygirl]

I believe there's an address you can use at the bottom of the user agreement

@wezmoto 

[jckl1957]

Or google 'Ebay UK address'.

[red_magpie]

It would depend upon what the complaint is about. eBay's handling of users'money is regulated by the financial conduct authority, and you could complain to them. Otherwise, if it's anything to do with eBay's momey back guarantee and handling of disputes, eBay is unregulated.

You could write to eBay's address in the user agreement. Good luck if you try!

Unlike most companies, eBay seems to have no meaningful procedure for considering complaints against itself. In April 2023 an eBay Rep. told us that there is an address for complaints, but that "It is used for formal complaints, it is very rare for it to be needed or for it to be the best option to help a member. It cannot be used for appeals of suspensions, restrictions, eBay cases or a lot of other things."

In other words, eBay does have an address for complaints, but it can't be used for any of the issues that users most want to complain about!

At least eBay is consistent. It has a complaints procedure that can't be used for most complaints, and a policy on suggestions that eBay doesn't accept suggestions from members!

[wezmoto]

There is a legal requirement to warn a company and give them an opportunity to respond / settle an issue before starting Small Claims proceedings. That is the address I am looking for. This must be done in writing, and a formal letter is the safest.

[red_magpie]

In that case, eBay's London address in the user agreement is the one to use.

I do urge you to check your facts carefully before starting proceedings, and preferably consult a solicitor.

Users often talk about taking eBay to court when it's evident that they haven't read the user agreement properly. This gives eBay wide ranging powers, from deciding disputes between members to placing a hold on sellers' funds. It also strongly protects eBay from liability for most issues that arise here.

Good luck if you have a genuine claim, but do please remember that unsuccessful legal proceedings can prove very expensive!