Complaints

If something has gone wrong we want to know. Email info@frotl.com with the word "Complaint" in the subject line.

What to include

• Your name and the email address on your account.
• Your listing reference (starting TB-) if the complaint is about a sale.
• What happened, when it happened, and what you would like us to do.

What happens next

We acknowledge your complaint by email, investigate what happened using the records we hold, and reply with our findings and any action we are taking. If the complaint is about a dealer's conduct after an accepted offer, we investigate that too: dealers who break the marketplace rules can be suspended or removed, which stops them placing any further offers.

A note on what we can decide

FROTL operates the marketplace but is never the buyer of your motorcycle and never holds the purchase price. Disputes about the vehicle itself or the payment for it are ultimately between the seller and the dealer, but we will always help both sides reach each other and will act against any account that breaks our rules.