Complaint policy
A complaint is a user account or allegation. It is not presented as an established fact unless supported by a cited public authority or final decision.
What a case is
Every published complaint has a permanent case ID, a broker, a category, a timeline, a status and a public allegation notice. The amount is stated by the contributor and has not necessarily been independently established. A case records the contributor's account, the broker's response and any published updates; it is not a court, regulator or dispute-resolution decision unless a cited document expressly records one.
Statuses
Under review, more information needed, published, sent to broker, broker reviewing, broker responded, contributor update requested, resolved, partly resolved, unresolved, withdrawn, closed with no update, closed under policy, referred externally, and archived. Resolved and partly resolved normally require the contributor's confirmation. A broker cannot unilaterally mark a complaint resolved. Moderation may close or archive a case without declaring the dispute resolved.
Evidence
Account statements, broker emails or chat, payment records, platform screenshots, account agreements, regulator correspondence and media are stored privately and redacted where required. A public label such as account statement checked means the moderation team reviewed material relevant to the contributor's relationship or stated timeline. It does not mean every allegation or amount was independently proven. Where no evidence was supplied, the case remains the contributor's account of events.
Broker responses
A public response can be posted only by a verified broker representative whose authority to speak for the broker or the named legal entity has been checked. Advertising, sponsorship or an affiliate relationship is never sufficient to verify a representative and cannot suppress, prioritise or alter a complaint outcome. The response is supplied by the broker; formatting may be edited and private information redacted, but the broker's substantive position is not rewritten.
Imported cases
A complaint record obtained lawfully from elsewhere is rewritten into this case format as an original factual summary, attributed to the contributor, with the original date preserved and without third-party wording or media. It carries the note that it was originally reported on its source date and reformatted into the current structure, and no evidence-checked label unless evidence was actually reviewed here.