This procedure applies to complaints and feedback about the Veraxus Contractor Hub app and our service to you — for example a fault or bug, a billing or account issue, how your data has been handled, the conduct of our team, or the way a document, showcase photo or profile was reviewed or moderated. It is provided by Veraxus Ltd ("we", "us", "our"). It sits alongside our Terms of Service and Privacy Policy.
A reminder of an important limit set out in our Terms: the app stores and displays the documents and details that you provide. Where we apply a "Checked" status to a document, that means a member of our team has carried out a basic review; it is not a professional verification or a guarantee of authenticity or validity. Complaints about a third party's insurance, qualifications or conduct should be directed to that party or the relevant regulator, not to us.
Use the in-app Help, feedback & complaints form in your Profile. Choose Complaint, Feedback or I need help so it reaches the right place, then describe the issue. Every submission is logged and tracked in our system and complaints are flagged for prompt action. There is no charge for making a complaint, and doing so will never disadvantage your account.
To help us resolve things quickly, please tell us:
We follow a clear, staged process and keep you informed at each step. Working days mean Monday to Friday excluding UK public holidays.
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledge | Confirm we have received your complaint and give you a reference. | Within 5 working days |
| Investigate | Look into what happened, review records and logs, and where needed speak to the people involved. | Promptly after acknowledgement |
| Respond | Give you a full written response explaining our findings and what we will do. | Within 20 working days |
| Complex cases | If a complaint is complex and needs longer, we will explain why and keep you updated. | Resolution aimed for within 8 weeks |
Where we have got something wrong, we will say so, apologise, and put it right — for example by fixing a fault, correcting an account or billing error, restoring or removing content, or improving a process so it does not happen again. We will explain the reasons for our decision.
If our response does not resolve matters, reply to us within 20 working days and ask for the complaint to be reviewed. A company director who was not involved in the original handling will carry out the review and send you our final response. We will always treat you fairly and respond honestly.
We are an early-stage software provider and most issues are resolved directly. If you remain unhappy after our final response, you may wish to seek independent advice or alternative dispute resolution before any court proceedings. For complaints specifically about how we have handled your personal data, you also have the right to contact the supervisory authority — see below.
We handle the information in your complaint in line with our Privacy Policy and UK GDPR. We use it only to investigate and resolve your complaint and to improve the Service, we keep it confidential within the people who need it, and we retain complaint records for up to 6 years for quality, legal and compliance purposes. Veraxus Ltd is registered with the Information Commissioner's Office (ICO), registration reference ZB857626 / 00014402595. If you are unhappy with how we have handled your personal data you can complain to the ICO at ico.org.uk or 0303 123 1113.
Not everything is a complaint — we genuinely want your ideas. Use the Help, feedback & complaints form in the app to tell us what you would change or want to see. We read every message, log it, and use it to prioritise improvements. We are early in our journey and your feedback shapes what we build next.
We keep a log of complaints and feedback and review them regularly to spot patterns and improve the product and our service. We may, over time, use automated tools to help summarise and categorise feedback, but a person remains responsible for how complaints are handled.
Veraxus Ltd, a company registered in England and Wales under company number 17093059, registered office 6 Meteor Crescent, Warrington, WA2 0DU. Contact: via the in-app Help, feedback & complaints form. ICO registration reference 00014402595.