Complaints Policy

Version 1.0 · Effective 31 July 2026 · The current online version controls.

1. Purpose

Reedleys welcomes credible feedback and complaints as a way to correct errors, address misconduct and improve the platform. This policy explains what may be complained about and how Reedleys responds.

A complaint does not automatically require Reedleys to change a rating or decide a private dispute between a customer and a listed business or professional.

2. What is a complaint

A complaint may concern:

• service quality, unreasonable delay or failure to follow a published procedure;
• conduct of a Reedleys employee, contractor or assessor;
• a possible conflict of interest or ethical concern;
• privacy, confidentiality or security handling;
• inaccurate or misleading information on a Reedleys profile;
• suspected misuse of a Reedleys badge, certificate or rating;
• credible evidence that a recognized organization or professional no longer meets a material standard;
• accessibility or discriminatory treatment;
• review moderation or account administration.

3. Complaints and appeals are different

A person directly affected by an assessment decision should use the Appeals Policy when challenging the rating, refusal, suspension or withdrawal itself.

Reedleys may reclassify a submission as an appeal, complaint, privacy request, badge-misuse report or general support request so that it is handled under the correct process.

4. What Reedleys is not responsible for deciding

Reedleys is not a court, regulator, ombudsman, licensing authority, insurer, escrow service or party to transactions between users and listed profiles. Reedleys does not normally determine:

• private payment, quality or contract disputes that should be addressed between the parties or through the appropriate legal process;
• allegations unsupported by any identifiable facts or evidence;
• general dissatisfaction with a lawful business opinion or review;
• matters outside the scope of the Reedleys profile or assessment;
• requests to disclose another applicant's confidential assessment file.

Reedleys may still consider a private dispute where it provides credible evidence relevant to profile accuracy, integrity, safety, licence status, repeated complaint handling or misuse of recognition.

5. Making a complaint

A complaint should be submitted through the complaint contact form published on the Reedleys website. It should include:

• the complainant's name and contact details, unless there is a reasonable need for confidentiality;
• the relevant profile, application, certificate or account reference;
• a clear description of what happened;
• relevant dates;
• the outcome requested;
• supporting documents, screenshots, correspondence or public links.

Anonymous information may be considered, but Reedleys may be unable to investigate or provide an outcome where the source, facts or evidence cannot be verified.

6. Time limit

Complaints should normally be made within 12 months of the event or of the complainant becoming reasonably aware of it. Reedleys may consider older matters where they involve continuing misuse, safety, fraud, privacy or another significant concern.

7. Acknowledgement and triage

Reedleys will normally acknowledge a complaint within 5 business days. Reedleys may:

• request further information;
• refer the issue to support, privacy, appeals, security or legal review;
• apply an interim profile or badge restriction;
• close the matter at triage if it is clearly outside scope, unsupported, duplicated or abusive.

8. Investigation

The investigator may review platform records, public information, communications, assessment records and relevant evidence. Reedleys may contact the profile holder or other people for a response, but will avoid disclosing more information than necessary.

The complainant is not automatically entitled to participate in every step or receive confidential information about another party.

9. Target timescale

Reedleys aims to provide an outcome within 20 business days after receiving enough information to investigate. Complex, cross-border, legal, safety or evidence-heavy matters may take longer. Reedleys will provide an update where a material extension is required.

10. Possible outcomes

Reedleys may:

• provide an explanation or apology;
• correct profile or administrative information;
• improve a process or staff guidance;
• request corrective action from a profile holder;
• open a reassessment or status review;
• suspend or withdraw recognition;
• restrict or remove a badge, certificate, review, account or content;
• take no action where the concern is not substantiated or is outside scope;
• refer suspected unlawful conduct to an appropriate provider, authority or adviser where lawful and necessary.

11. Outcome communication

The complainant will normally receive a concise outcome. Reedleys may limit details to protect personal data, confidential evidence, legal privilege, platform security, fraud controls, the safety of reporters or an active investigation.

A complainant does not acquire a right to an applicant's assessment evidence, internal scoring, private correspondence or personal identity documents.

12. Review of complaint handling

A complainant who believes the complaint process itself was materially mishandled may request one internal review within 14 calendar days of the outcome. The request must identify the procedural error. It is not a second opportunity to repeat the same allegation without new information.

13. Good-faith reporting and abuse

Reedleys does not retaliate against good-faith complainants. Reedleys may restrict communications or decline further review where submissions are threatening, discriminatory, knowingly false, harassing, excessively repetitive, intended to obtain confidential information, or otherwise abusive.

14. Privacy complaints

A privacy complaint or request to exercise data rights will be handled under the Global Privacy and Data Protection Notice. A person may also complain to the competent privacy regulator where applicable.