Complaints and Disputes

Who may complain

Customers, providers, visitors, authorised representatives and persons whose personal information appears on TrustLink may submit a complaint. An account may be required to access private job records, but lack of account access must not block a safety, privacy, impersonation or accessibility complaint.

How to submit

Use the Complaints page, the relevant job record, (complaints email not published yet), or the published support number. Include the job or account reference, dates, description, desired outcome and relevant screenshots, quotations, receipts or messages. Do not send passwords, PINs or one-time codes.

Urgent matters

TrustLink cannot provide emergency help. Contact police, medical, fire or other appropriate emergency services first where there is immediate danger, violence, theft, child risk or a medical emergency. Then notify TrustLink so it can preserve records and protect the platform.

Process and timeframes

1. TrustLink acknowledges an ordinary complaint within two working days.

2. An administrator checks identity, role, job connection, messages and evidence using least-privilege access.

3. TrustLink may ask each affected user for a response and may temporarily restrict contact where necessary for safety.

4. TrustLink aims to provide an initial decision within seven working days. Complex matters should receive an update and normally be concluded within 21 working days.

5. The outcome, reasons, evidence considered and any platform action are recorded in the audit log.

Possible outcomes

• explanation, correction or restoration of access;

• payment correction, extension, service credit or refund under the Refund Policy;

• content removal or restoration;

• warning, verification request, contact block or role restriction;

• temporary or permanent account restriction for serious or repeated misconduct;

• preservation or lawful disclosure of records;

• referral to an appropriate authority or recommendation that users obtain independent legal advice.

Job disputes

TrustLink may help the customer and provider communicate and may enforce platform rules. TrustLink does not automatically decide contractual liability, workmanship damages or ownership of job payments made directly between users. Either party may approach a competent court, regulator, insurer or professional body.

Appeal and fairness

A user may request a second review within 14 days and explain the error or provide new evidence. Where practical, a different authorised administrator should decide the appeal. TrustLink may refuse repeated complaints that add no new information, but must not block good-faith safety or privacy reporting.

Confidentiality and records

Complaint information is shared only with people who need it to investigate, respond, protect safety or comply with law. TrustLink keeps an audit trail and retains complaint records according to the Privacy Notice.

Internal Appendix A: Publication and legal-review checklist