Connect Skilled Contractors Service LTD is committed to providing a professional, fair, and consistent experience for all users of our platform — including operatives and contractors. This Complaints Policy outlines how we handle complaints, disputes, or concerns that arise during your use of our website, app, and services (the “Platform”).

1. How Complaints Must Be Made

All complaints must be submitted directly via the Platform using the built-in support and messaging tools.

• We do not accept complaints via email, phone, or postal mail.
• Users must include detailed information regarding the nature of the complaint, including job reference, dates, involved parties, and any screenshots or evidence available.

2. Who Can Make a Complaint

Complaints may be submitted by:

• Operatives registered and verified on the Platform
• Contractors using the Platform to hire operatives
• Subcontractors or partner organisations with authorised access

Anonymous or third-party complaints will not be processed.

3. Complaint Review Process

1. Acknowledged automatically within the Platform.
2. Reviewed internally by our compliance and moderation team.
3. Investigated based on the facts, platform data (e.g. GPS tracking, chat logs, job logs), and relevant terms of use.

You may be contacted via in-app chat for further clarification.

4. Resolution and Outcome

• We aim to resolve complaints fairly and within a reasonable timeframe.
• Action may include:
  • Suspension or banning of accounts
  • Financial penalty enforcement (if terms were breached)
  • Legal referral in cases of fraud, theft, data scraping, or off-platform agreements
  • Reinstatement or clarification if complaint is unfounded

All decisions made by our internal team are final unless new substantial evidence is presented.

5. Off-Platform Deals & Breaches

If a user is found to:

• Attempt to bypass our platform by making side agreements
• Share contact details with the intent of hiring directly
• Breach contractor exclusivity rules
• Engage in IP scraping or impersonation

We reserve the right to immediately:

• Permanently ban the user(s) involved
• Pursue legal action in Small Claims or High Court
• Enforce financial penalties or claims for loss of earnings, breach of exclusivity, and damage to business operations

We use GPS, chat logs, and other data to detect and confirm violations.

6. Abuse of Complaint System

Filing false, malicious, or repeated unfounded complaints may result in account restrictions or permanent suspension.

7. Legal and Enforcement Rights

We reserve the right to:

• Monitor all activity to detect misuse
• Enforce our Terms and Conditions and Acceptable Use Policy
• Report criminal conduct to relevant authorities
• Charge any costs or losses we incur due to a complaint based on user misconduct

8. Policy Updates

We may amend this Complaints Policy without notice. Continued use of the Platform confirms your acceptance of the latest version.