Summary
If something went wrong or you'd like to share feedback about your experience, this page covers how to do it and who to contact.
Who to contact
Before getting in touch, it's worth being clear about who your concern is directed at - it'll get resolved faster.
Contact Konfir if your concern is about:
A technical problem with the verification journey
Konfir's communication or customer support
How Konfir handled your personal data
Contact your verifier if your concern is about:
Why they're asking for a verification
Their screening requirements or policies
What they're doing with your result
Deadlines, decisions, or what happens next in their process
ℹ️ Note: Konfir can't change a verifier's screening policies or decisions. If you disagree with how your verifier is using your result, that's a conversation to have with them directly.
How to share feedback with Konfir
If you'd like to share a suggestion or let us know about something that could be improved - without raising a formal complaint - you can email [email protected] with your thoughts. There's no set format; even a sentence is useful.
We review all feedback internally. While we may not always reply individually, it's logged and shared with our product and support teams.
How to submit a complaint to Konfir
Email [email protected] and include:
Your name
The email address or phone number associated with your verification
A short description of what happened
We'll acknowledge your complaint within 3 working days and aim to send a full response within 15 business days. If your complaint involves a regulated service (such as HMRC or bank connectivity) and we need more time, we'll let you know and respond no later than 35 business days.
Our response will summarise what we found, explain our decision, and outline any steps we're taking.
If you're still unhappy after our response, you can escalate to the Information Commissioner's Office (ICO) for data protection complaints at ico.org.uk.