Complaints Policy

Complaints Policy
Last Updated: 12/03/2025

Trusted-People.com (“we,” “us,” or “our”) is committed to ensuring a fair and transparent process for handling complaints from Clients (Employers) and Workers using our platform. This policy outlines how users can raise complaints, how we handle them, and the expected resolution process.

1. Scope of This Policy

This policy applies to complaints relating to:

  • Platform functionality – issues with account access, technical errors, or platform misuse.
  • Booking Fees and service charges – disputes regarding fees paid to Trusted-People.com.
  • User conduct – reports of fraud, abuse, or breaches of platform policies by Clients or Workers.
  • Platform moderation decisions – complaints regarding account suspensions or removals.

This policy does not cover:

  • Disputes between Clients and Workers, as they must resolve issues independently (see our Dispute Resolution Process).
  • Work quality complaints, as Assignments are managed directly between Clients and Workers.
  • Payment disputes between Clients and Workers, since payments are handled outside of Trusted-People.com.

2. How to Raise a Complaint

Users may submit a complaint by:

  • Filling out the complaint form on our website.
  • Emailing contact@trusted-people.com with a detailed description of the issue.
  • Calling our support team at 01325 734881 during business hours.

When submitting a complaint, please provide:

  • Your name and registered email address.
  • A clear description of the issue.
  • Any relevant evidence (e.g., screenshots, emails, transaction details).
  • The desired resolution or outcome.

3. Complaint Handling Process

Step 1: Acknowledgment (Within 2 Business Days)

  • We will acknowledge receipt of your complaint and provide a reference number.
  • If additional details are required, we may request further information before proceeding.

Step 2: Investigation (5-10 Business Days)

  • Our Complaints Team will review the details and evidence provided.
  • If the complaint relates to a platform-related issue (e.g., Booking Fees, technical errors), we will conduct an internal review.
  • If the complaint relates to a user’s conduct, we may request statements from both parties involved.

Step 3: Resolution & Outcome (Within 15 Business Days)

  • We will issue a final response outlining the outcome and any necessary actions.
  • Possible outcomes include:
    • Clarification of platform policies.
    • Refunds (if applicable, based on our Cancellation & Refund Policy).
    • Account warnings, suspensions, or removals for policy violations.
    • No further action if the complaint is deemed unfounded.

Step 4: Appeal Process (Within 5 Business Days of Resolution)

  • If you are dissatisfied with the outcome, you may submit an appeal with new supporting evidence.
  • Appeals will be reviewed within 10 business days, and the final decision will be issued.
  • No further appeals will be accepted after this stage.

4. Serious Complaints and Legal Matters

If a complaint involves potential legal violations (e.g., fraud, data breaches, harassment), Trusted-People.com may escalate the matter to law enforcement or relevant regulatory authorities.

5. Changes to This Policy

We may update this policy periodically. The latest version will always be available on our website.

6. Contact Us

For complaints and support inquiries, contact us at:

Trusted-People.com
contact@trusted-people.com or phone us on 01325 734881.

This Complaints Policy ensures that all concerns are addressed fairly, in line with Trusted-People.com’s Terms & Conditions and applicable UK laws.