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Complaints Procedure

Version 2. Last updated 11 October 2026.

This procedure explains how to complain to RMCMS LTD, trading as CertifySpace, and how we handle complaints from customers and professionals.

1. Is your complaint about us or about a professional?

CertifySpace is an introducer only. Professionals on the Platform are independent businesses, and any work you agree with them is under a contract between you and them, not with us.

Your complaint is aboutWho to contact
The quality, price, timing or outcome of a job, a certificate, survey or report, a deposit or payment you made to a professional, or a professional's behaviour on a jobThe professional first, using their own complaints process. You can also tell us (see section 6)
How the CertifySpace website or app works, our service to you, how we handled your data, a review decision, Connect Tokens or our fees, or the restriction or closure of your accountUs, using this procedure
Illegal content, fraud or a professional trading without a required licenceUs, at report@certifyspace.com

2. How to complain to us

Email support@certifyspace.com with "Complaint" in the subject line, or write to: Complaints, RMCMS LTD, 32 Trafalgar Drive, Brooklands, Milton Keynes, England, MK10 7ER.

Please include:

  • your name and the email address on your account;
  • whether you are a customer or a professional;
  • the Request, Quote or booking reference, if there is one;
  • what went wrong, with dates; and
  • what you would like us to do to put it right.

If you need help making a complaint, for example because of a disability, tell us and we will make reasonable adjustments, such as taking your complaint by phone or in another format.

3. What happens next

StageWhat we doWhen
1. AcknowledgementWe confirm we have your complaint and tell you who is handling itWithin 2 working days
2. Investigation and responseWe look into it and send you a written response explaining what we found and what we will doWithin 7 days. If we need longer, we will tell you why and give a new date, no later than 14 days from receipt
3. ReviewIf you are not happy with our response, reply within 28 days asking for a review. A director who was not involved reviews the complaint and sends a final responseWithin 14 days of your request

We keep a record of every complaint and use them to improve the Platform.

4. If you are still not satisfied

Customers:

  • Citizens Advice can explain your consumer rights: citizensadvice.org.uk or 0808 223 1133 (England and Wales).
  • Advice Direct Scotland for customers in Scotland: consumeradvice.scot or 0808 164 6000.
  • Consumerline for customers in Northern Ireland: consumerline.org or 0300 123 6262.
  • You can bring a claim in court. For claims up to £10,000 in England and Wales, you can use the small claims track online at gov.uk/make-court-claim-for-money.

Professionals:

  • As set out in our Professional Terms, either of us may refer the dispute to mediation with the Centre for Effective Dispute Resolution (CEDR) or ADR Group. Both of us will take part in good faith. Mediation does not stop either of us going to court.

Everyone, about personal data:

  • You can complain to the Information Commissioner's Office (ICO): ico.org.uk or 0303 123 1113.

5. Complaints about content decisions or account restrictions

If we remove your content, restrict or suspend your account, or close it, we will give you our reasons. You can challenge the decision by complaining under this procedure. We will review it with a person who was not involved in the original decision, and tell you the outcome and our reasons.

6. Problems with a professional

If you have a problem with a professional's work:

1. Contact the professional and use their complaints process. They must have one.

2. Contact their regulator or scheme if they belong to one. For example:

  • Gas Safe Register (gas work)
  • RICS (surveys and valuations)
  • the Solicitors Regulation Authority, the Legal Ombudsman or the Council for Licensed Conveyancers (conveyancing)
  • their EPC accreditation scheme (energy certificates)
  • NICEIC, NAPIT or another competent person scheme (electrical work)

3. Tell us at support@certifyspace.com. We cannot settle disputes between you and a professional, or refund money paid to them, but we use your feedback when we review professionals. We may remove a professional's Verified Badge, or restrict or close their account, under our Professional Terms.

You can also leave an honest review of the professional on CertifySpace.

7. Contact details

RMCMS LTD, trading as CertifySpace. Registered in England and Wales, company number 17318401. Registered office: 32 Trafalgar Drive, Brooklands, Milton Keynes, England, MK10 7ER.