1. Purpose and commitment
Ventir Ltd (“Ventir”, “we”, “us” or “our”) aims to handle complaints promptly, fairly, transparently and consistently. This procedure explains how users can raise complaints, how we will investigate them, and what escalation routes may be available.
This procedure supports, but does not replace, any rights you may have under our Terms of Service, Privacy Policy, applicable consumer law, data protection law or the courts.
2. Who can use this procedure
This procedure applies to visitors to ventir.app, waitlist subscribers, prospective users and, when Marketplace Features launch, Guests, Bookers, Hosts and other users of the Ventir platform.
3. What this procedure covers
- Problems using ventir.app or Ventir platform features.
- Marketing communications, waitlist emails or unsubscribe issues.
- Accessibility, accuracy or clarity of information on the Service.
- Booking, payment, payout, refund or platform administration issues once Marketplace Features launch.
- Host or Guest conduct where the issue relates to use of the Ventir platform.
- Complaints about how we handled a previous query or complaint.
- Data protection concerns, including concerns about personal data handling.
4. What this procedure does not cover
- Emergencies or immediate safety risks. If there is danger to life, risk of violence, fire, crime in progress or other emergency, call 999 in the UK immediately.
- Purely private disputes between Hosts and Guests where Ventir had no involvement or responsibility, although we may still review platform misuse or breaches of our policies.
- Requests to exercise data protection rights, such as access or deletion requests. These should be sent to us under the Privacy Policy, although you can complain if you are unhappy with our handling of such a request.
- Legal claims, court proceedings or matters already being handled by legal representatives, except where we agree to continue dialogue.
5. How to make a complaint
Email is the preferred route: contact@ventir.app. Use the subject line “COMPLAINT - [brief description]” so we can prioritise and track it.
You may also write to us at: Ventir Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE, United Kingdom.
Information to include
- Your full name and contact details.
- A clear description of what happened and why you are dissatisfied.
- Relevant dates, listing URLs, booking references, payment references or transaction IDs, where applicable.
- The outcome you are seeking, such as correction, explanation, refund review, account review or policy clarification.
- Supporting evidence, such as screenshots, emails, messages, photographs, receipts or other documents.
6. Acknowledgement
We aim to acknowledge complaints within 3 working days of receipt. Our acknowledgement will normally confirm the complaint reference, who is handling it, whether we need more information and the expected response timeframe.
7. Investigation and response
We aim to provide a substantive written response within 30 calendar days. Complex complaints, complaints involving payment providers, Hosts, Guests, fraud checks, safety issues, data protection analysis or third-party evidence may take longer.
If we need more time, we will explain why, provide a revised expected response date and keep you updated at reasonable intervals.
Our response may include
- A summary of the complaint and evidence reviewed.
- Our findings and whether we uphold, partially uphold or do not uphold the complaint.
- Any action taken or proposed, including correction, explanation, policy review, platform action, refund review or account action.
- Any limitations on what we can do, including where another user, venue, payment provider, regulator or court is responsible.
- Escalation options if you remain dissatisfied.
8. Internal review
If you are dissatisfied with our response, you may request an internal review within 30 calendar days of our response. Please explain what you disagree with and provide any further evidence.
Where reasonably possible, the internal review will be handled by someone different from the original handler. We aim to respond within a further 30 calendar days.
9. Data protection complaints and ICO escalation
If your complaint relates to how we handle personal data, we will assess it in line with the UK GDPR, the Data Protection Act 2018, PECR where relevant, and our Privacy Policy.
If you are unhappy with our response to a data protection complaint, you have the right to complain to the Information Commissioner’s Office (ICO): ico.org.uk/make-a-complaint, 0303 123 1113, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
10. Consumer disputes and ADR
Ventir is not currently required to participate in a particular statutory ombudsman scheme and is not currently a member of an approved ADR scheme. If a consumer dispute cannot be resolved through this procedure, we will, where legally required, provide details of a competent ADR entity and state whether we are willing to use that entity for the dispute.
Free guidance may be available from Citizens Advice, Trading Standards via your local council, or other consumer advice bodies. This does not prevent you from taking legal advice or bringing a claim in court.
11. Urgent safety, fraud and safeguarding reports
For immediate danger, call 999. For non-emergency police matters in the UK, call 101. For fraud and cybercrime, consider reporting to Action Fraud. If your report concerns suspected modern slavery, exploitation or trafficking, you may also contact the Modern Slavery Helpline on 08000 121 700.
We may take immediate platform action without completing the full complaints process where necessary to protect users, prevent fraud, comply with law, preserve evidence or reduce safety risks.
12. Complaint data and record keeping
We use complaint information to investigate and respond to complaints, improve the Service, train our team, comply with legal obligations, prevent misuse and defend legal claims. We normally keep complaint records for up to 6 years unless a longer or shorter period is required by law or justified by the nature of the matter.
13. Vexatious, abusive or repetitive complaints
We treat complainants respectfully and expect the same in return. If contact becomes abusive, threatening, discriminatory, repetitive, manifestly unfounded or disproportionate, we may limit contact channels, decline to revisit the same issue, preserve evidence, or report threats or unlawful behaviour to relevant authorities.
We will explain our position in writing where appropriate. This does not remove your statutory rights.
14. Accessibility and reasonable adjustments
If you need this procedure in a different format or need reasonable adjustments to make a complaint, contact us at contact@ventir.app and we will try to support you.
15. Contact
- Email: contact@ventir.app
- Postal address: Ventir Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE, United Kingdom
- Company number: 13423472