Complaints & Dispute Resolution Policy
How to raise a concern about a listing, payment, agent, inspection, document or transaction.
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 happened, what outcome you are asking for and any information that helps us understand the issue.
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. Accepted evidence is stored privately, is not published with the complaint, and is made available only to the case owner and authorised Real Agent support staff. Evidence downloads and reviews are logged for accountability.
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. Cases can move through open, acknowledged, review, awaiting-user, escalated, resolved and closed stages. Serious safety, fraud 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. A case may be escalated when it cannot reasonably be concluded at the first review level. Closing a case records the operational end of the support process; it does not erase the platform records that we may lawfully need to retain.
Fairness to everyone involved
We do not assume an allegation is proven merely because it was made. We may share enough information with the 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.