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COMPLAINTS HANDLING POLICY

This Complaints Handling Policy explains how ADD SALE receives, assesses and handles complaints relating to the Platform and/or the Services (as defined in the Terms and Conditions) (together, the “Services”). This policy should be read together with our Terms and Conditions, Privacy Policy and Cookie Policy.

1. Who we are

“ADD SALE”, “we”, “us” and “our” means Sabiedrība ar ierobežotu atbildību “ADD sale”, a company incorporated under the laws of the Republic of Latvia with registration number 40103822268 and legal address at Burtnieku iela 36–1, Riga, LV-1084, Latvia.

2. Scope of this policy

This policy applies to business users and authorised representatives acting on behalf of a business or other legal entity (“you”). It covers complaints about:

  • access to or operation of the Platform (availability, functionality, technical issues);
  • handling of enquiries and introductions;
  • our communications and customer support interactions; and
  • alleged breaches of our Terms and Conditions or published policies (where applicable).

This policy does not cover complaints about:

  • a Provider’s products or services, onboarding decisions, underwriting outcomes, pricing, settlement, chargebacks, account restrictions/termination, or any other matters determined by Providers as independent third parties; and/or
  • the Platform’s methodology, ordering, scoring, ranking or presentation of Providers (including any sponsored labels or commercial relationships), which are addressed in our Matching & Comparison Methodology and Commercial Disclosure & Independence Statement.

Such complaints should be addressed directly to the relevant Provider (where applicable) under their terms and policies.

3. What is a “complaint”

A complaint is an expression of dissatisfaction about the Services that:

  • alleges a mistake, unreasonable delay, misconduct, or unfair treatment by ADD SALE; and/or
  • requests remediation (for example: an explanation, correction, or other response).

General enquiries, feature requests, and marketing requests are not treated as complaints (though we may respond to them).

4. How to submit a complaint

You may submit a complaint via the contact channels published on the Platform.

To help us investigate efficiently, please include (to the extent available):

  • your name, company name and role;
  • the email/phone used on the Platform (if relevant);
  • a clear description of the issue and when it occurred;
  • relevant screenshots, references, or message history (if applicable); and
  • what outcome you seek.

We may request additional information to verify your authority to submit the complaint on behalf of a business and to prevent fraud, misuse or unauthorised disclosures.

We may require that complaints are submitted from a verified business email domain or by an authorised representative, and we may refuse to discuss a complaint with persons lacking sufficient authority.

5. Our handling process

We aim to handle complaints promptly and fairly. Our process typically includes:

1. Acknowledgement – we may acknowledge receipt and (where appropriate) request clarifications.

2. Assessment – we review available records, logs and communications relevant to the complaint.

3. Response – we provide a reasoned response and, where appropriate, propose corrective steps.

4. Closure – the complaint is closed once we have responded and any reasonable actions are completed.

We may prioritise complaints based on severity (e.g., security incidents or unlawful content) and may temporarily restrict access to the Platform where necessary to protect the Platform, Providers, users, or ADD SALE.

6. Timeframes

We will respond as soon as reasonably practicable, taking into account complexity, availability of information, and the need to involve relevant internal teams or service providers. Where permitted by law, timelines may be extended where additional investigation is required.

Where investigation depends on information from third parties (including Providers or our vendors), our response may be delayed and we may be limited in what we can disclose.

7. Outcomes and limitations

ADD SALE may, at its discretion, take actions such as:

  • correcting Platform content that is demonstrably inaccurate;
  • clarifying communications or providing additional explanations;
  • rectifying technical issues where feasible; and/or
  • applying access restrictions where misuse is identified.

For the avoidance of doubt:

  • this policy does not create any obligation to provide a particular remedy, compensation, or outcome; and
  • any response under this policy is provided without admission of liability, and all rights and remedies of ADD SALE are expressly reserved.

Any measures taken under this policy are subject to the limitations, disclaimers and liability caps set out in the Terms and Conditions.

8. Abusive or unfounded complaints

We may refuse to process (or may stop processing) complaints that are manifestly unfounded, excessive, abusive, or submitted in bad faith. We may also limit repetitive communications on the same matter after a final response has been provided.

Where permitted by law, we may charge a reasonable administrative fee for complaints that are manifestly unfounded or excessive, or refuse to act on them.

9. Privacy-related complaints

If your complaint relates to personal data, please refer to our Privacy Policy and contact us via the privacy contact channels published on the Platform. You may also have the right to lodge a complaint with the Latvian supervisory authority (Data State Inspectorate (Datu valsts inspekcija), Latvia).

10. Governing law

This policy is governed by the laws of the Republic of Latvia, and disputes shall be handled as set out in the Terms and Conditions.