Public policy
Complaints
Last updated: 5 September 2026.
What kind of complaint is this?
Where your complaint goes depends on what it's actually about: we handle listing and verification complaints ourselves; payment complaints go to the seller and their own payment provider, because that's genuinely who's holding your money. See Terms §5 (Payments) for the full reasoning.
Listing accuracy or verification: we handle this
If a listing misrepresented the asset, the item that arrived doesn't match what was verified, or you believe a seller or sourcing partner has misled buyers, tell us. We investigate every report against our own verification records.
- If it relates to a specific transaction in progress, raise a dispute from that offer. This puts it directly in front of an admin.
- Otherwise, see our Vetting Policy for how to report a concern with as much detail as you can (who, what happened, and any supporting evidence).
Nothing about reporting a concern affects your own account or listings.
Payment disputes: who handles this depends on who you bought from
If you bought from another user or an independent seller, you pay that seller directly through their own checkout. We never receive, hold, or control that payment (see Terms §5). That means non-payment, refunds, and chargebacks are between you and the seller, and your seller's own payment provider (Stripe, PayPal, or whichever they use) is who can actually action a refund or investigate a card dispute. We have no ability to do either ourselves. If a seller is unresponsive or you suspect fraud, that's also worth reporting to us as a listing/seller-conduct concern (see above), even though we can't move the money.
If you bought directly from us (our own whisky cask stock), we are the seller, so we do hold your payment and do resolve a payment dispute about it ourselves. See Terms §6 for how that works.
Illegal or harmful content: report it, or challenge a removal
If you believe content on The Index (a listing, a message you received, a rating, or a profile) is illegal or breaks our rules, report it via the report form. No account needed. Every report is reviewed, and we can remove content we believe is illegal. This works in both directions: if you reported something and it wasn't removed, or your own content was removed and you disagree, use the same form ("my content was removed and I disagree") and the decision will be reviewed. See Terms §9A for the full list of prohibited content.
If you're not satisfied with how we handled it
Contact us directly and we'll review the decision. For a complaint about how we've handled your personal data specifically, you also have the right to complain to the Information Commissioner's Office. See our Privacy Policy.