Complaints and mediation
Complaint handling and Luxembourg consumer mediation.
Role
AutoFocus acts only as a disclosed intermediary. The private owner remains the vehicle seller; AutoFocus does not own or sell the vehicle and never receives the vehicle price.
Fees and payment
Published fees include Luxembourg VAT. Fees relate only to the AutoFocus service. The buyer pays the vehicle price directly to the seller.
Handling
A complaint receives durable acknowledgment, an internal owner, a status, and a documented response.
Mediation
Luxembourg consumer mediation remains available where the law permits; it is not presented as mandatory.
Data and providers
Private data, documents, bank evidence, signatures, exact addresses, plates, and full VINs are protected. Fixed providers are used only for their defined purpose.
Rights and evidence
Requests, complaints, reports, appeals, withdrawals, and document access create durable auditable records.