Complaints Procedure
MCOON aims to handle concerns fairly, proportionately and without unnecessary delay. This procedure explains how to raise a complaint about the platform, an advert, an advertiser interaction or the way a previous report was handled.
Tell us clearly
Identify the listing, page, message or event involved and explain what outcome you are seeking.
Provide evidence
Include dates, screenshots, records or correspondence that help us understand the issue. Do not send unnecessary sensitive information.
Independent transactions
Where a complaint concerns a private transaction, MCOON may review platform conduct but may not be able to determine contractual or veterinary disputes between buyer and advertiser.
Urgent matters
Immediate threats, suspected crime or serious welfare concerns should be directed to the appropriate police, local authority, veterinary or animal-welfare body as well as reported to MCOON.
How we review a complaint
We acknowledge the complaint, assess the information available, seek clarification where needed, review relevant platform records and decide what action is reasonable within MCOON’s role as a listing and enquiry service.
- SubmitEmail contact@mcoon.co.uk or use the relevant contact or report form. Include your name, contact details, listing link and a concise description.
- ReviewWe may ask for further information or contact the advertiser. Complex issues can take longer, especially where evidence is incomplete or third parties must respond.
- OutcomeWe may explain the position, correct content, request changes, remove or restrict a listing/account, improve a process, or direct the matter to a more appropriate body.
Important points to understand
What MCOON can consider
Website functionality, misleading or incomplete listings, misuse of the platform, account conduct, privacy concerns, accessibility issues and whether MCOON followed its published process.
What MCOON cannot decide
MCOON is not a court, veterinary regulator or law-enforcement body and cannot conclusively determine every health, ownership, refund, contract or criminal dispute.
Confidentiality
Complaint information is handled on a need-to-know basis, but details may need to be shared with the advertiser, service providers, advisers or authorities to investigate or comply with law.
Records
Reasonable records may be retained to administer the complaint, identify repeated issues, maintain safety and meet legal obligations.
Website policies cannot anticipate every circumstance and are not a substitute for advice about a specific legal dispute. MCOON should keep its business identity, retention periods, service providers and actual operational practices up to date in the published version.
Contact MCOON
Contact the MCOON team if you have a question about this policy or how it applies to the marketplace.