Summary
If something didn’t go as expected, or you’d like to share feedback about your experience, this page explains who to contact and how your feedback or complaint will be handled. Getting in touch with the right organisation from the start helps your issue get resolved more quickly.
Who to contact
Before contacting us, it’s helpful to be clear about what your concern relates to.
Contact Konfir if your concern is about:
A technical problem during the Konfir verification journey
Konfir’s communications or customer support
How Konfir processed or handled your personal data
The design or behaviour of Konfir’s platform
These are areas Konfir is directly responsible for and able to investigate or resolve.
Contact your verifier if your concern is about:
Why they asked you to complete a verification
Their screening, verification, or assessment requirements
How they use your verification result
Deadlines, decisions, or next steps in their process
ℹ️ Important: Konfir provides a verification platform, but does not set a verifier’s screening policies, make decisions, or determine outcomes.
Sharing feedback with Konfir
If you’d like to share suggestions or general feedback about your experience - without raising a formal complaint - you’re welcome to contact us.
All feedback is reviewed internally and shared with our product and support teams.
While we may not reply to every message individually, all feedback is logged and considered.
Submitting a formal complaint to Konfir
If you would like to raise a formal complaint about Konfir, please email us with the following information:
Your name
The email address used for your verification (if applicable)
A brief description of what happened and why you’re unhappy
What happens next
We’ll acknowledge your complaint within 3 working days
We aim to provide a full response within 15 business days
If your complaint involves a regulated dependency (for example, HMRC or bank connectivity) and requires additional investigation, we’ll let you know and respond no later than 35 business days
Our response will:
Summarise what we reviewed
Explain our findings and decision
Outline any actions we’re taking, where applicable
ℹ️ Note: If your complaint relates to data protection and you’re not satisfied with our response, you can escalate it to the Information Commissioner’s Office (ICO): https://ico.org.uk