Complaints & Dispute Resolution Policy

Tell us what happened

The easiest way is to use the Real Agent Support Centre. It creates a tracked case and gives you a reference you can use to follow replies, escalation and resolution. You may also email reachus@therealoption.com.

Include the relevant listing or transaction reference, what you expected, what you found, the outcome you are asking for and any information that helps us understand the issue.

Listing concerns we can review

Examples include a property that appears misclassified, a location that does not match, a Ready for Occupancy property that appears to be Under Construction, an expected availability or reservation term that appears inaccurate, misleading or materially altered imagery, an unclear verification claim, or a listing that no longer reflects the property.

Questions about screening or moderation

Automated screening is designed to send uncertain results to people rather than make a risky automatic decision. If you believe a listing or image has been flagged incorrectly, or that something important was missed, raise a support case. A human review can consider the available evidence and decide what should happen next.

Sending evidence safely

If your case needs a receipt, payment evidence, photograph, agreement or other supporting document, use the secure evidence upload inside your Support Centre case instead of ordinary email where possible. Evidence is kept private and is available only to the case owner and authorised Real Agent staff as appropriate.

What we do next

We acknowledge and triage the case, preserve relevant platform records where appropriate and may ask another party or an internal team for information. Serious safety, fraud, misleading imagery, identity or document concerns may be given higher priority and can lead to temporary platform restrictions while they are investigated.

How resolution is recorded

Where a complaint or dispute is resolved, Real Agent may record a resolution summary on the case and notify the user. Screening and moderation records may be preserved so the history of a decision can be understood rather than silently overwritten.

Fairness to everyone involved

We do not assume an allegation is proven merely because it was made. We may share enough information with an affected party to obtain a response while still protecting information that should remain confidential.

External rights

Using this complaints process does not remove any right you may have to seek independent legal advice, approach an appropriate regulator, law-enforcement body, court or another lawful dispute-resolution channel.