Appeals & Disputes
How we review decisions.
Your right to appeal.
ListU makes enforcement decisions based on platform policies. If you believe a decision about your account or listing was incorrect, you have the right to appeal. This page explains how.
Real people
Every appeal reviewed by the operations team
Written
Full explanation provided on every outcome
Evidence-based
Decisions based on severity and completeness
Your right
All enforcement actions are subject to appeal
Types of appeal
What you can appeal, and how.
Listing removed
Sellers
Process
If your listing was removed for a policy reason you believe was applied incorrectly, submit an appeal. Include the listing ID, your account email, and a clear explanation of why the listing should be reinstated.
Possible outcomes
Listing reinstated, decision upheld with explanation, or escalation to senior review.
Account suspended
All users
Process
If your account has been suspended and you believe the suspension was in error, submit an appeal with your registered email, the suspension notification reference, and your explanation. Appeals for serious violations are reviewed with full case history.
Possible outcomes
Account reinstated, suspension upheld with explanation, or permanent closure confirmed.
Verification rejected
All users
Process
If your ID verification was rejected and you believe your documents meet requirements, resubmit with a clear, unexpired document. If repeated rejection occurs, contact support with your account email and a description of the document submitted.
Possible outcomes
Verification approved, guidance on acceptable documents, or confirmation of rejection reason.
Content moderation decision
All users
Process
If a message was blocked by the platform content safety system and you believe this was incorrect, contact support with the conversation reference. Shadow-held messages are reviewed as part of the appeal process.
Possible outcomes
Message released, decision upheld, or account flagged for further review.
Submitting an appeal
Three steps to submit.
Gather your information
Before contacting support, collect: your registered account email, the listing ID or account reference, the notification or reference number from the enforcement decision, and a clear explanation of why you believe the decision was incorrect.
Contact ListU support
Submit your appeal via the Contact page. Select the relevant enquiry type. Include all reference information in your message. Incomplete appeals without reference numbers take longer to process.
Await review
Appeals are reviewed by the ListU operations team. Cases are reviewed according to severity, evidence completeness, and user safety impact. You will receive a response with a full explanation of the outcome.
Transaction disputes
What ListU can and cannot do.
ListU is a platform connecting buyers and sellers. Transactions are private agreements between the parties. This means there are clear limits to what ListU can adjudicate.
ListU can
- ✓Suspend or remove accounts that violate platform policies
- ✓Remove listings that breach Seller Standards or Listing Standards
- ✓Investigate and act on reports of fraudulent seller behaviour
- ✓Block users who have violated the Acceptable Use Policy
- ✓Provide contact details for external bodies (Action Fraud, Citizens Advice)
- ✓Escalate verified fraud evidence to relevant authorities
ListU cannot
- ✕Recover money paid by a buyer to a seller
- ✕Adjudicate the terms of private sale agreements
- ✕Compel a seller to issue a refund
- ✕Act as an escrow or payment intermediary
- ✕Guarantee the accuracy of any listing content
- ✕Guarantee the condition of any item sold through the platform
If you believe you have been defrauded
Report the seller to ListU immediately via the report function on their profile or listing. Then contact Action Fraud at actionfraud.police.uk or call 0300 123 2040. If money has been transferred, contact your bank immediately to attempt a payment recall.