Complaints and escalations
Tell us we got it wrong
If something we did was wrong, badly handled, or handled by somebody who should have known better, this is the route. It goes to a person, it is written down the moment you send it, and what happens to it afterwards is recorded in a history that we cannot edit.
Raise a complaint
You do not need an account. If you have one, sign in first and you will be able to follow this complaint, attach files and withdraw it.
What happens to it
- Every complaint is written down the moment you send it, with its own reference.
- What happens to it is recorded, and that record cannot be edited or deleted.
- How quickly we look is decided by a published rule, not by how you word it.
- You can ask for a second look from someone inside Solvex who has not handled it before.
- You can withdraw it at any time, and only you can.
The states it can be in
- Received
- It is written down. Nobody has looked at it yet.
- Acknowledged
- Somebody has read it and it is on their desk.
- Being investigated
- We are working out what happened.
- Waiting for you
- We have asked you something and are waiting for your reply.
- Resolved
- We looked, and we have told you what we are doing about it.
- Not upheld
- We looked, and we are not upholding it. The reason is on the record.
- Withdrawn
- You withdrew it.
How quickly we look
This is decided by the category you pick, using the rule below, and by nothing else. You cannot set it, we do not score it, and nothing predicts it — so there is no wording that gets a complaint read sooner. The rule is about how fast a problem gets worse if nobody looks, not about how serious it is.
Urgent
Harm compounds while nobody is looking.
My personal data · A security concern about Solvex itself
Elevated
Something is affecting you right now.
How someone from Solvex behaved · Something in a report is wrong · I could not use the site or a deliverable
Standard
Read and answered in turn.
The work we delivered · Billing, a charge or a refund · The affiliate or referral programme · Something else
Asking for a second look
If you are not satisfied with how a complaint was handled, say so and it is escalated to one of these. Each is a desk inside Solvex, and the person it goes to is named on your complaint's history.
- Operations
- The people responsible for how engagements are run and delivered.
- Security
- The people responsible for the security of our own platform.
- Data protection
- The people responsible for how personal data is handled.
- Senior review
- A second person inside Solvex who has not handled your complaint before. Not an external or independent body — we do not have one, and this page will not pretend otherwise.
We are not a regulator, an ombudsman or an independent adjudicator, and we do not send complaints to one. Nothing on this page has been reviewed or approved by a solicitor. If you want an independent view, you are free to seek one, and a complaint here does not affect your right to do so.
When this is the wrong route
- A vulnerability in a system we tested for you — that goes to the disclosure route on the responsible testing policy, not here.
- An incident happening now — do not wait for a complaint to be triaged. Use emergency response.
- A question, a quote or a scoping conversation — contact us. A complaint form is a poor place to ask for something.
- A data-protection request — you can raise it here and it is routed to the data-protection desk, or write to contact@solvex.space. Either way it is the same people. Your statutory rights, including complaining to the ICO, are set out in the privacy policy and are unaffected by anything on this page.