Complaints and reports

How to reach us

Use Talk to a person, the enquiry form. Give your name and the email address you want the reply sent to, and choose the closest subject. A person at NaviraHub reads every submission and replies to that address to ask what you need.

Please do not send the details in the form. The form currently records your name, email address and chosen subject, but not the text of the message box. The person who replies will ask you for the details, including any links or documents, in that reply.

This is our single point of contact, for anyone using NaviraHub and for authorities, including those in the European Union. We handle it in English. Submissions are read by a person, not only by software. If NaviraHub is required to appoint a legal representative in the European Union, their details will be published here.

Reporting content you believe is illegal

There is no member-published content on NaviraHub yet: listings, profiles and requirements appear only once member accounts open. You can still report anything on the website today. So we can act, the details you send when we reply should include:

• the exact web address of the content;
• why you believe it is illegal, with as much detail as you can;
• your name and email address (you may leave these out if the report concerns child sexual abuse material); and
• a statement that you believe, in good faith, that the report is accurate and complete.

We will confirm we have your report, look at it promptly, and tell you what we decided. If we remove or restrict content, or suspend an account, we tell the member affected what we did, why, and how to ask us to look again. Where content suggests a threat to someone's life or safety, we will tell the relevant authorities.

Complaining about NaviraHub

If you are unhappy with something NaviraHub did, including a decision about content or an account, tell us what happened and what you would like us to do. A person will look at it again, reply with the outcome and the reasons, and tell you what else you can do if you are still unhappy.

A complaint about how we handle personal information can also go to a data protection regulator; see the privacy notice.

Disagreements between members, owners, providers or guests

NaviraHub does not decide disagreements between members, or between you and an owner, provider or guest. It is not a party to their contracts, it holds nobody's money, and it has no power to order a refund or decide who was right.

What NaviraHub does instead:

• tells you who the other party is, if you were introduced through NaviraHub, so you can deal with them directly;
• acts on its own rules: if a member has broken the acceptable use policy, for example by misstating a credential, we apply the consequences it sets out, such as reducing a tier; and
• points you to where a disagreement can be settled: the other party's own complaints process, a trade body or regulator for their profession, a consumer advice service, or the courts.

Questions about ranking

If you believe a result was ordered unfairly, tell us which requirement and when. The factors and weights are published on how ranking works, and no payment changes them.