Complaints Procedure

1. How to Complain

If you're unhappy with any part of our service, email us at info@alphadeals.co.uk with "Complaint" in the subject line. Please include:

• What happened, and which deal or transaction it relates to
• What outcome you're looking for
• Any relevant dates, screenshots, or correspondence

2. What Happens Next

• Acknowledgement — within 5 business days
• Investigation — we'll review the agreement in place, what was delivered, and the circumstances
• Resolution — a full written response within 8 weeks of your complaint, sooner wherever possible

3. How We Assess Refund Requests

Our general approach: a sourcing fee is only retained where the deal was completed, or where we genuinely delivered the contracted service on fair terms. Where a deal fell through and no reasonable alternative was offered in its place, or where the information we gave you was materially inaccurate, a refund is likely to be appropriate. Each case is assessed individually and decisions depend on the specific evidence provided — see our Terms of Business for the full position.

4. If We Can't Resolve It Between Us

Once our redress scheme membership is active, unresolved complaints will be escalated there as an alternative to court. In the meantime, other places you can seek help include:

• Independent legal advice
• Trading Standards, via Citizens Advice
• The National Trading Standards Estate and Letting Agency Team (NTSELAT)