Before you submit a complaint
Before raising a complaint, consider who your complaint is about. Contacting the right team first is usually the quickest way to get things resolved.
When to contact Konfir
Raise your complaint to Konfir if it relates to:
Problems using Konfir’s verification service
Concerns about our communication or support
When to contact your verifier
Raise your complaint to your verifier (the organisation that created your verification through Konfir) if your complaint relates to:
Their decision to use Konfir
Their screening policy or requirements
How they interpret the verification result
Additional documents they are requesting
Deadlines, hiring timelines, or next steps
Any decisions made about your application or employment
Konfir cannot change a verifier’s policies or screening decisions.
If you’re unsure who to contact, email us and we’ll point you in the right direction.
How to submit a complaint to Konfir
If your complaint relates to Konfir’s service, please email: [email protected]
Include:
Your name
The email phone number associated with your verification
A short description of what happened
If anything is missing, we’ll ask you for more details.
👋 Just want to share feedback?
If you’re not looking for a formal complaint process - for example, you simply want to suggest an improvement or highlight something that could have worked better - you can share feedback instead of a complaint.
What happens next
1. We acknowledge your complaint
We’ll confirm we’ve received your complaint within 3 working days.
You’ll receive a reference number and the name of the person handling your case.
2. We investigate
Your complaint is reviewed by someone independent of the issue you’ve raised.
We may contact you if we need more information.
3. You receive a response
We aim to send you a full response within 15 business days.
If your complaint relates to a regulated payment 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
Outline any steps we’re taking to fix the issue
If you’re unhappy with our response, you can reply and we’ll escalate your complaint internally.
If you’re still dissatisfied
If your complaint relates to how we handled your regulated data access (e.g., bank account information or HMRC connectivity), you may be able to refer the matter to the Financial Ombudsman Service (FOS). We’ll explain whether this applies in our final response.
If your complaint relates to data protection, you can raise it with the Information Commissioner’s Office (ICO).