Complaints and dispute process

How to raise a complaint

Use the complaints form in your account, or write to complaints@safenesthamburg.com. Tell us the property, what happened and what you would like us to do.

What we do

• We acknowledge every complaint and give it a status you can follow.
• We aim to give a substantive answer within 7 days, and within 24 hours where there is a risk of financial loss or safety.
• We record the outcome and the reason in the internal decision log.
• Where a listing is removed or an account is closed, the affected person is told why and may reply.

If you disagree with us

You can ask for the decision to be reviewed by the SafeNest Super Admin. Your statutory rights, including going to court or to a consumer arbitration body, are unaffected.

Reporting illegal content

Any listing can be reported directly from its page. Reports of suspected fraud are treated as urgent, and the listing can be hidden while it is checked.