The Watch Platform

Complaints Policy

Last updated: June 2026

The Watch Platform ("we", "us", "our") is committed to providing a high-quality service to all our users. We recognise, however, that there may be occasions when you feel we have not met the standards you expect. This policy sets out how you can raise concerns with us and how we will handle them.

1. Who Can Complain

This policy applies to any individual or organisation who uses or has used our services, including private sellers, registered dealers, and visitors to our platform.

2. What You Can Complain About

You may raise a complaint about any aspect of our service, including but not limited to:

  • The quality of our platform or customer service
  • The conduct of our staff or representatives
  • Delays or failures in processing submissions, bids, or payments
  • Errors in information provided on the platform
  • Concerns about how we handle personal data
  • Disputes arising from interactions between sellers and dealers facilitated by our platform

3. How to Make a Complaint

We encourage you to contact us as soon as possible if you are unhappy with any aspect of our service. Complaints can be submitted in the following ways:

  • By email: contact@thewatchplatform.com
  • By post: The Watch Platform, Newtown House, Newtown Road, Henley-on-Thames, Oxfordshire, RG9 1HG

When submitting a complaint, please provide:

  • Your full name and contact details
  • A clear description of the issue
  • Details of what you would like us to do to resolve the matter
  • Any relevant reference numbers, dates, or supporting documentation

4. How We Handle Complaints

Upon receipt of your complaint, we will:

  • Acknowledge your complaint within 5 working days
  • Investigate the matter thoroughly and impartially
  • Keep you informed of progress if the investigation is likely to take longer than expected
  • Provide a final response in writing within 20 working days, or sooner where possible

If we are unable to resolve your complaint within 20 working days, we will write to explain the reason for the delay and indicate when we expect to provide a final response.

5. Our Response

Our final response will set out:

  • Our findings based on the investigation
  • Any action we have taken or propose to take
  • Our decision and the reasons for it
  • Information on how to escalate the matter if you remain dissatisfied

6. Escalation

If you are not satisfied with our final response, you may be able to escalate your complaint to an independent body depending on the nature of your concern.

Data Protection Complaints

If your complaint relates to how we handle your personal data and you remain dissatisfied after our final response, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO):

  • Website: https://www.ico.org.uk
  • Telephone: 0303 123 1113

7. Record Keeping

We keep records of all complaints received and the actions taken in response. This enables us to monitor trends, identify areas for improvement, and demonstrate compliance with our obligations.

8. Confidentiality

All complaints will be handled confidentially and in accordance with our Privacy Policy and applicable data protection laws. Information will only be shared with third parties where necessary to investigate and resolve the complaint.

9. Learning from Complaints

We view complaints as an opportunity to improve our service. We regularly review complaint data to identify systemic issues and take appropriate corrective action.