PART 5Auction Recognition Requirements
Complaints23
1
The auction platform must have effective arrangements for the investigation and resolution of complaints arising in connection with the performance of, or failure to perform, any of its regulatory functions.
2
But paragraph (1) does not extend to—
a
complaints about the content of rules made by the platform, or
b
complaints about a decision against which the complainant has the right to appeal under procedures of the kind mentioned in regulation 22(2)(b).
3
The arrangements must include arrangements for a complaint to be fairly and impartially investigated by a person independent of the auction platform, and for that person to report on the result of the investigation to the auction platform and to the complainant.
4
The arrangements must confer on the person mentioned in paragraph (3) the power to recommend, if that person considers it appropriate, that the auction platform—
a
makes a compensatory payment to the complainant,
b
remedies the matter complained of,
or takes both of these steps.
5
Sub-paragraph (3) is not to be taken as preventing the platform from making arrangements for the initial investigation of a complaint to be conducted by the platform.