Complaints

Where to start

Write to [email protected]. One address for everything — a job that went badly, a charge or an extra you do not recognise, a decision of ours you think is wrong, a review you want looked at, or a professional you think should not be on the platform.

If your complaint is about safety or about someone being at risk, say so in the first line and we will treat it accordingly.

What to send us

The more of this you have, the faster the answer:

• The job reference, like URV-2026-000123. It identifies the professional, the hourly rate, when the timer started and what was charged.
• The date, and roughly the time.
• What you expected to happen and what actually happened.
• Photographs, if the complaint is about work that was done.

Write from the address your account uses. If you cannot, tell us enough for us to be sure it is you — we will not discuss an account with someone we cannot identify.

What we do, and how long we take

We acknowledge every complaint. We look at the record — the same record you can see — and where a complaint is about another person, we ask them for their side before deciding anything.

Acknowledgement

Within two working days.

A substantive answer

Within ten working days for most things.

Something complicated

If it will take longer, we tell you that it will and why, rather than going quiet.

If it is about money

Tell us within fourteen days of the job. That is not a deadline for its own sake: a charge is easiest to settle while the work is fresh in everyone's memory and the record is recent.

• We can see what was held, what was taken and when.
• For an extra, we also see what was asked for, what it was for, any receipt photos, and when you accepted it.
• Where a refund is due, it usually reaches your account within about five days, depending on your bank.
• Going straight to your bank for a chargeback is your right, but it is slower and it tells us nothing about what went wrong.

If you are a professional

Our internal complaint-handling system is the same address, and it covers decisions that affect you: a suspension, a restriction, a payout you dispute, a review you want looked at, or a technical problem that cost you work.

• Say which decision you mean and why you think it is wrong.
• We examine it, we consider what you tell us, and we answer you in writing with the outcome and the reasons.
• A decision taken automatically — a suspension after repeated no-shows, for instance — is reviewed by a person when you ask.

This is the internal complaint-handling system required by Article 11 of Regulation (EU) 2019/1150, and the statement of reasons required by Article 4. We publish figures on how many complaints we receive and how we resolve them, as that regulation requires.

Mediation

If our answer does not settle a dispute with a professional, you can take it to mediation. We will name mediators we are willing to engage with, and we bear a reasonable proportion of the cost of the mediation.

Attempting mediation in good faith does not stop you bringing a claim in court at any point.

Reporting something illegal or harmful

Anyone can report content or behaviour on URVO they believe is illegal — not only the person affected, and not only someone with an account.

• Tell us what you are reporting and where it is, and explain why you believe it is illegal.
• We look at it and decide, and we tell you the outcome and the reasons.
• If we remove something or restrict an account, the person affected is told why and can contest it.

If our answer is not good enough

You are not out of options, and none of these require our permission.

About your data

The Data Protection Commission, at dataprotection.ie.

As a consumer in Ireland

The Competition and Consumer Protection Commission, at ccpc.ie.

As a consumer elsewhere in the EU

The European Consumer Centre in your country can help with a cross-border dispute.

Always

The courts. Nothing in our terms takes that away, and nothing above has to be tried first.

What we do with what you tell us

A complaint is kept for as long as it takes to handle it and anything that follows from it. We read them in aggregate too, because three people complaining about the same screen is a design problem and not three isolated incidents.

How we handle the personal data in a complaint is covered by the privacy notice.