Complaints Procedure
If something has gone wrong on DAFThub, this page explains how to raise the issue, what information to include, and what response timeline to expect.
Best first step
Use the Contact page and include enough detail for the team to identify the account, listing, payment, tool, or communication involved.
A simple four-step process.
A clear process is better than a long policy. This should give DAFTers and Service Providers a predictable route without adding unnecessary complexity.
1. Submit the complaint
Use the Contact page and describe the issue, relevant dates, account or Service Provider details, and what outcome you are requesting.
2. Acknowledgement
DAFThub should acknowledge receipt within a reasonable operational window and let you know if more information is needed.
3. Review
The team reviews account history, payment records, listing data, moderation context, or related communications as needed.
4. Resolution
You receive a response explaining the outcome, any action taken, and whether further follow-up or escalation is available.
What DAFThub is actually reviewing.
The purpose of the complaints process is to resolve real issues faster, not to create a second, slower support loop.
What to include
- Your full name and the email address connected to your account, purchase, or Service Provider listing.
- A short summary of what happened, when it happened, and what page, tool, or transaction is involved.
- Any screenshots, invoice references, listing links, or message excerpts that help identify the issue.
- The outcome you want, such as correction, clarification, refund review, listing update, or removal.
Expected timelines
DAFThub should aim to acknowledge complaints promptly and provide a substantive response within a reasonable time, depending on the complexity of the matter. If more time is needed, the response should explain why and give an updated target.
DAFThub Directory complaints
If the complaint concerns a Service Provider listing, DAFThub may review disclosures, listing content, complaint history, or moderation records. Listing publication or removal decisions remain subject to DAFThub moderation rights and the published DAFThub Directory rules.
Abusive or bad-faith complaints
Harassing, repetitive, threatening, or clearly bad-faith complaint behavior may be refused or managed through platform moderation instead of a standard complaint workflow.