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Complaints and Takedown Procedure

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This document is a working draft and should be reviewed by a qualified UK solicitor before ZipLocal's full public launch.

This procedure explains how to raise a complaint about ZipLocal or request the removal of content from the ZipLocal website, including intellectual property complaints. We take all complaints seriously and aim to respond promptly and fairly.

1. General complaints

If you have a complaint about ZipLocal — including about a listing, our service, or how we have handled your personal data — please contact us in the first instance:

  • By email: [INSERT BUSINESS EMAIL — confirm before publishing]
  • By using our contact form.

Please include your name, contact details, a clear description of your complaint, and any relevant supporting information. We will acknowledge your complaint within five working days and aim to provide a substantive response within 20 working days.

2. Complaints about listings

If you believe a listing on ZipLocal contains inaccurate, misleading, defamatory or otherwise inappropriate content, you can:

  • Use the "Report this listing" link on the relevant listing page.
  • Contact us directly using the details in section 1.

Please see our Reviews and Moderation Policy for more information about how we handle listing reports.

3. Intellectual property complaints and takedown requests

If you believe that content on ZipLocal infringes your copyright, trademark or other intellectual property rights, please send a written notice to us containing all of the following:

  • Your full name and contact details (postal address, email address and telephone number).
  • A description of the intellectual property right you claim has been infringed, including registration details where applicable.
  • The URL or a precise description of the location of the allegedly infringing content on ZipLocal.
  • A statement that you have a good-faith belief that the use of the material is not authorised by the intellectual property rights holder, its agent, or the law.
  • A statement that the information in your notice is accurate and, where you are not the rights holder, that you are authorised to act on behalf of the rights holder.

Please send your notice to us by email using the contact details in section 1, with the subject line "Intellectual Property Complaint".

We will acknowledge receipt of your notice within five working days and aim to investigate and respond within 20 working days. Where we determine that content infringes a valid intellectual property right, we will remove or disable access to it promptly.

Please note that submitting a false or misleading intellectual property complaint may have legal consequences.

4. Data protection complaints

If you have a complaint about how ZipLocal handles your personal data, please contact us in the first instance using the details in section 1.

If you remain dissatisfied after contacting us, you have the right to complain to the Information Commissioner's Office (ICO):

  • Website: ico.org.uk
  • Helpline: 0303 123 1113
  • Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

5. Escalation

If you are not satisfied with our response to your complaint, please let us know and we will escalate your complaint for further review. We will provide a final response within a further 20 working days.