Complaints & Dispute Resolution

We take every complaint seriously and aim to handle it fairly, promptly and without detriment to the person raising it. A complaint is any expression of dissatisfaction about the Services, our conduct, or our handling of personal data, whether or not it is justified.

Send your complaint to complaints@certivo.uk. To help us investigate quickly, please include:

• your name and organisation, and how we can reach you;
• the account or reference number involved, if any;
• a clear description of what happened and when;
• any supporting detail or documents; and
• the outcome or resolution you are seeking.

Data-protection concerns can also be sent to privacy@certivo.uk.

We acknowledge complaints within two business days. We aim to resolve most complaints within 30 days. If a matter is complex and needs longer, we will tell you why and give you a revised timeframe and a point of contact for updates.

If you are not satisfied with our response, you may ask for the matter to be escalated to a senior member of the team for review. Where a dispute cannot be resolved directly, it may be referred to the dispute-resolution mechanism set out in your agreement, or to the relevant competent authority or supervisory body in your jurisdiction. Individuals with a data-protection concern retain the right to lodge a complaint with their local supervisory authority.

For general help see Support. For suspected abuse of the platform, contact abuse@certivo.uk. For security issues, contact our security team.