Complaints Handling
A clear pathway for privacy concerns, billing issues, report disputes, correction requests, candidate treatment concerns, provider outcomes, and platform support matters.
When To Use This Process
Use this process if you believe a verification request is inappropriate, information is inaccurate, a report outcome needs review, a payment/refund is wrong, a privacy request has not been handled properly, or a security incident may have affected your information.
1. Tell us what happened
Share the request ID, report ID, payment ID, or candidate action reference where available, plus the outcome you are seeking.
2. Triage and acknowledge
We classify the matter as privacy, billing, candidate treatment, report accuracy, provider result, security, or platform support and acknowledge the next step.
3. Preserve relevant records
Where the complaint relates to evidence, a report, correction, dispute, or privacy concern, Veri5me may apply a compliance hold while the matter is reviewed.
4. Investigate and respond
The appropriate support, QA, privacy, billing, or admin team reviews audit trails, workflow state, provider records, and customer/candidate submissions.
5. Resolve or escalate
We record the resolution, release holds where appropriate, update incorrect records where permitted, and escalate notifiable privacy or security matters for formal review.
Candidates
For access, correction, dispute, or withdrawal requests, use My Checks where possible so the request is linked to the correct verification and audit trail.
Businesses
For workflow, invoice, refund, provider, API, or report concerns, include the organisation, request ID, and the decision or record that needs review.