How we investigate

Our process is designed to be fair, documented, and transparent for both consumers and businesses.

Scope: we accept complaints with clear consumer relevance and documentary evidence potential.
Evidence requirements: consumers are asked for dated records, transaction evidence, and key correspondence.
Verification: we verify identity and transaction details where possible before contacting a business.
Anonymous reports: anonymous information may guide research but does not automatically trigger publication.
Right of reply: where appropriate, businesses receive a written request with specific questions and deadline.
Standard response period: 14 calendar days unless urgency or complexity requires otherwise.
Publication threshold: publication decisions are based on evidence, public interest, and fairness.
Challenges and corrections: businesses and consumers may challenge inaccuracies with supporting evidence.
Retention and privacy: records are retained only as necessary for assessment, correction, and compliance.

A failure to respond does not establish that an allegation is true, but the absence of a response may be accurately noted in subsequent reporting.