Complaints policy

In short: tell us what went wrong and we will look into it properly. We acknowledge every complaint in writing within 2 working days, send you a final response within 8 weeks, and you can ask for our founder to look at it at any time.

1. Who can complain

Anyone who has dealt with VERTX: a company hiring through us, UK talent, a contractor, someone who applied to join, or a member of the public. You do not need an account.

2. What you can complain about

• Our service
• Fees or billing
• Discrimination
• Data and privacy
• Conduct of a company
• Conduct of a candidate or contractor
• Sylpen staff
• Something else

If you want to report a profile, job post or message on VERTX, use the Report control or our report content page. If you want a person to review a decision Syl made about you, ask for a human review from your dashboard. You can still make a complaint about either.

3. How to complain

• In your dashboard: open Support and choose Make a complaint.
• Online: use the form at https://sylpen.ai/complaints.
• By email: hello@sylpen.ai, with "Complaint" in the subject.
• By post: VERTX Talent Ltd, 71-75 Shelton Street, London WC2H 9JQ.

Tell us what happened, when, who was involved if you know, and what you would like us to do. If you need the process adjusted, for example more time, a call instead of writing, or someone to complain on your behalf, tell us and we will make reasonable adjustments.

4. What happens next

1. Acknowledgement. We confirm in writing that we have your complaint, with a reference, within 2 working days.
2. Investigation. A named person who was not involved in what you are complaining about looks into it. They may ask you for more detail.
3. Final response. We write to you within 8 weeks with what we found, what we will do, and your options if you are not satisfied. If we need longer, we tell you why and when to expect it.

Complaints about discrimination or about a member of VERTX staff go to our founder from the start.

5. Escalating to our founder

At any point you can ask for your complaint to be reviewed by our founder. Reply to any email about your complaint, or write to hello@sylpen.ai, and say you want it escalated.

6. If you are still not satisfied

You can contact these bodies, usually after you have had our final response or if 8 weeks have passed:

• Information Commissioner's Office (ICO), if your complaint is about how we use your personal data: https://ico.org.uk/make-a-complaint/
• Employment Agency Standards Inspectorate (EAS), if your complaint is about how we act as an employment agency or employment business: https://www.gov.uk/government/organisations/employment-agency-standards-inspectorate

Making a complaint to us does not affect your legal rights.

7. No disadvantage for complaining

Making a complaint will never count against you, your profile, your matches or your account. We do not share your complaint with the company, candidate or contractor it is about unless we need to in order to investigate, and we tell you first.

8. Your information

We use what you send only to handle your complaint, improve our service and meet our legal duties. We keep complaint records for 6 years after the complaint is closed, then delete them. Our Privacy Policy explains your rights.