At Gumtree, we aim to provide great service. If you’re unhappy with something we’ve done – whether it’s about our website, app, services, or the way we’ve handled an issue – you can make a complaint and we’ll do our best to put things right.
How to make a complaint
We’re sorry if you’ve had an experience that hasn’t met your expectations – and we want to make it right. If you’d like to raise a formal complaint, please do so in writing by emailing us at:
📧 complaint@gumtree.com
Please note: This email address is monitored specifically for formal complaints.If you contact us here about other matters, we may not be able to respond.For general questions or support, please reach out through our usual contact options below.
When making a complaint, please include:
- Your name and contact details.
- Your Ad ID (if applicable)
- What happened and why you’re dissatisfied.
- What outcome you would like to see.
How to Contact Us (for General Enquiries)
- Online: Use the form on our Contact Us page
- Email / Live Chat: Available through our Help Centre.
- Post: Gumtree.com Limited, 27 Old Gloucester Street, London, WC1N 3AX.
What happens next
- Acknowledgement: We’ll confirm we’ve received your complaint within 1 working day.
- Investigation: We’ll look into what happened, which may involve contacting you for more details.
- Response: We aim to send you a final response within 7 working days of receiving
- your complaint. If we need more time, we’ll explain why and let you know when to expect an update.
If you’re still unhappy
If your complaint relates to financial or insurance products and you’re not satisfied with our final response – or if we haven’t responded within the required timeframe – you can ask the Financial Ombudsman Service (FOS) to review your complaint.
You must refer your complaint to the FOS within 6 months of receiving our final response or summary resolution communication.
Financial Ombudsman Service
Website: https://www.financial-ombudsman.org.uk/contact-us
Phone: 0800 023 4567 (free)
Address: Exchange Tower, London, E14 9SR
If your complaint is about how we’ve handled your personal data and you remain dissatisfied after our response, you can raise the matter with the Information Commissioner’s Office (ICO).
Website: www.ico.org.uk
Phone: 0303 123 1113
If you are unhappy with our appeal decision, you may be able to refer your dispute to a certified out-of-court dispute resolution body, or you can choose to bring a claim through the courts of England and Wales, in line with applicable legal procedures.
Our commitment
- We treat all complaints seriously, fairly, and with respect.
- We make reasonable adjustments for vulnerable customers who may need extra support.
- We log and review all complaints so we can learn and improve our services.
A complaint occurs when a complainant contacts Gumtree to express their dissatisfaction about the use of the Gumtree website, application, services and/or tools (including the provision of a Financial Service), whether justified or not. It is important to differentiate a complaint from a query or problem that can easily be resolved by the Gumtree Customer Service team, assuming it is within their remit and authority.
