P2B complaint procedure for commercial landlords

1. Purpose

This procedure governs how commercial landlords may submit complaints against specific measures taken by the platform and how these complaints are handled internally.

2. Subject matter of complaints

• Blocking or restriction of the user account
• Deactivation, rejection or downgrading of listings
• Withholding, delay or restriction of payouts
• Rejection, suspension or withdrawal of a verification
• Visibility or ranking measures
• other material measures affecting commercial landlords

3. Permitted submission

Complaints must be submitted via the designated email address, a provided support system or – where available – an electronic form.

The complaint should include the affected matter, the measure, the complainant’s own reasoning and – where available – supporting evidence.

4. Minimum information

• Name of the commercial landlord or company
• affected account, listing or booking
• Description of the contested measure
• Time or period of the measure
• own reasoning and desired outcome
• relevant evidence or references

5. Procedure

• Receipt of the complaint is confirmed.
• The platform may assign an internal case number or other unique reference to the matter.
• The facts are reviewed using account, document, payment, log and audit data.
• Where necessary, an additional statement or document is requested.
• The platform issues a reasoned decision in text form.
• The outcome and reasoning are documented and archived.

6. Processing principles

• objective and non-discriminatory review
• no arbitrary treatment of comparable cases
• clear internal responsibility
• traceability of the decision
• documentation of the essential reasons

7. Typical review areas

8. Types of outcome

• Complaint is rejected
• Complaint is partially upheld
• Complaint is fully upheld
• Measure remains in place, is adjusted or lifted

9. Contact

Contact point for commercial landlords: support@elektro.camp or the complaint office shown in the backend.