RankRackWhat this covers
Use this procedure for service quality, billing, accessibility, staff conduct, moderation process, provider-account administration or policy application. Use the Review Removal and Appeal Process for a specific review decision, and [email protected] for data rights, as the Privacy Policy sets out. RankRack routes misdirected matters internally.
How to complain
Contact [email protected] or RankRack Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ with your account or contact details, the issue, relevant dates, your desired outcome and any accessibility needs. Do not send passwords or unredacted payment-card data. Anonymous complaints may be considered but can limit investigation.
Stages and targets
| Stage | Target | What happens |
|---|---|---|
| Acknowledgement | Within 30 days, normally much sooner | Confirmation of scope and any information we need. |
| Investigation | Without undue delay | Evidence review and a written outcome, with progress updates on the way. |
| Further review | On request | A person not involved in the original decision reviews it where our size allows; a complaint concerning one owner is reviewed by the other. |
| Closure | After the final response | The outcome, the reasons, any remedy, and external routes where applicable. |
Fairness, accessibility and retaliation
Complaints are handled impartially, confidentially on a need-to-know basis, and without retaliation. Reasonable adjustments and alternative formats are provided. A complaint naming a staff member is decided by someone else; a complaint naming an owner is decided by the other owner where possible. RankRack may consolidate duplicate complaints, restrict abusive contact proportionately, or pause where litigation or a regulator requires, while preserving legitimate access to redress.
External routes
Depending on subject and jurisdiction, a complainant may contact the UK Information Commissioner, the Competition and Markets Authority or Trading Standards, Ofcom, their payment provider, a relevant EU Digital Services Coordinator where the Digital Services Act applies, or a competent court. RankRack does not currently subscribe to an alternative dispute-resolution scheme; if that changes, this section will name it. Listing a body does not state that it will accept every individual dispute.