Complaints and appeals
The steps from complaint to decision, and what happens to the money in between.
When you can complain
File a complaint from the booking page while the complaint window is open; the deadline is shown on the booking. While a complaint is reviewed, the payment is held and not passed to the professional.
Pressing “Done, no issues” closes the complaint window early, so press it only when the service really was fine.
A direct offer from the professional
For ordinary complaints between a customer and a professional who both have a clean booking history, the professional can offer a refund first. Accept it and the complaint is closed, or decline and the Spesialis team decides. Accepting an offer does not remove your other rights as a consumer.
Safety, harassment, and fraud
Complaints about safety, harassment, or fraud go straight to the Spesialis team, with no offer stage. In an emergency, call 112 first.
The case file
When the Spesialis team decides your case, a Case file card appears on the booking page. Send one statement with photos before the deadline. You see the other side’s statement without their name or contact details, and may reply once.
The decision and the money
The team decides from both statements and the booking record: schedule, payment, proof of start and finish, and messages. A refund covers the service price and travel at the percentage decided. The app fee is refunded only when the professional did not show up or there was a safety issue.
Appeals
Each side may appeal once before the appeal deadline in the decision notice, with new reasons and evidence. A different team member decides the appeal, and the result is final at Spesialis. Money already refunded to the customer is not taken back because of an appeal.
After the complaint window closes
If the complaint option on the booking has closed, you can still raise the matter with the Spesialis team through the Contact page.
For professionals
A direct offer you send that the customer accepts is not counted as a fault, carries no fault fee, and causes no pause, except for no-show complaints. A decision against you can mean a fault fee and a pause; both can be challenged on appeal.
Questions and answers
How do I complain?
From the booking page, while the complaint window is open. The payment is held while the complaint is reviewed. Safety, harassment, or fraud issues go straight to the Spesialis team.
Do I get the app fee back?
Yes when the professional or business cancels, does not show up, or there is a safety issue. No when you cancel yourself, or the complaint is about something else.
Can I appeal a complaint decision?
Yes, once, before the appeal deadline in the decision notice, with new reasons and evidence. A different team member decides the appeal and the result is final at Spesialis.
When does my money reach the professional?
After the service is done and the complaint window ends without an issue. Until then your payment is held, so it can be refunded if the booking is cancelled or your complaint is upheld.