THE FITTING STANDARD
Complaints and Review Procedure
How concerns about the platform, a profile or a fitter are assessed.
1. Scope
We accept complaints about platform administration, misleading profiles, verification, reviews, privacy, communications and alleged breaches of platform rules. Workmanship and payment disputes remain primarily between the customer and independent fitter, although relevant conduct may affect platform status.
2. Making a complaint
Email privacy@thefittingstandard.com with your name, contact details, the fitter or account involved, relevant dates, what happened and the outcome sought. Avoid sending unnecessary special-category or highly sensitive information.
3. Process and timescales
We aim to acknowledge within 5 working days and provide a substantive response within 20 working days. Complex matters may take longer; we will explain significant delay. We may request evidence, obtain the other party’s response and take interim protective action.
4. Outcomes and review
Possible outcomes include explanation, correction, content removal, warning, re-verification, temporary suspension or permanent removal. A party materially affected may request one internal review within 14 days, identifying an error, overlooked evidence or disproportionate outcome.
5. External rights
This procedure does not remove legal rights. Consumers may seek independent advice or contact Citizens Advice, Trading Standards or an appropriate alternative dispute-resolution body. Privacy complaints may be referred to the ICO.