Complaints and appeals

Reporting something

Sign in and use the “Report” link on the profile, review, enquiry, conversation or Job Room concerned. Choose the closest reason and add anything that helps. Please do not include other people’s addresses or phone numbers.

What happens

1. Your report goes to a queue that is read by a person. Reports about threats, safety or fraud are looked at first.
2. We may look at the reported content and, where a report concerns a private conversation, the conversation itself. That access is logged and limited to the people handling the report.
3. We decide what, if anything, to do: no action, a request for more information, hiding or removing content, restricting messaging, pausing a profile, or restricting or suspending an account.
4. We tell you when it has been reviewed. To protect everyone involved we do not share what action was taken against someone else.

No account is restricted or suspended automatically, on the strength of a report alone, or by software.

Problems with a job

In a Job Room, “Report a problem” pauses the job and asks the Chalkline team to get in touch with both of you. We can help you communicate. We cannot rule on the quality of work or on what is owed: that is between you and the other party, and you may need independent advice — for example from Citizens Advice or Advice Direct Scotland.

Appeals

• A review that was not published: appeal from “Reviews” in your account.
• A profile that was sent back or suspended, or a check that was not accepted: correct and resubmit it, or contact us to appeal.
• A restricted account: appeal from “Settings” in your account.

An appeal is considered by a different person from the one who made the original decision wherever that is possible, and you are told the outcome and the reason.

Complaints about Chalkline itself

Contact us. We aim to acknowledge complaints within [response time — to be confirmed].