Version 0.1 · last updated 25 October 2026
If something's gone wrong, we want to hear about it and put it right. This policy covers complaints from clients, operators and anyone else about CVRD.
1. During a booking
If there's a problem while a job is happening, such as an operator who hasn't arrived or trouble on site, use "Problem with this booking?" in the app. It alerts us straight away, day or night, and you can call us from the same screen. Don't wait to raise it as a complaint afterwards.
2. Making a complaint
Email hello@cvrd.uk, or reply to any CVRD email. Tell us:
- who you are, and your booking (if it's about one);
- what happened; and
- what you'd like us to do about it.
3. What happens next
- We acknowledge it within 2 working days, and tell you who's dealing with it.
- We look into it, including the booking record, check-in times and photos, messages and, where it's fair to, the other person's side.
- We reply in full within 10 working days. If it'll take longer, we'll tell you why and when to expect an answer.
4. If you're not happy with our answer
Ask for it to be reviewed by CVRD's founder, Ben Birchall, by replying to our answer. He'll look at it afresh and reply within 10 working days. That's our final response.
5. Specific kinds of complaint
- Charges and refunds: we'll check the charge against the booking and our Client Terms, and refund anything charged in error.
- Pay and holiday pay: we'll check the job and payout records under our Operator Terms, and correct anything wrong in the next payout.
- Ratings and tiers: an operator can ask for a person to review a rating they think is unfair, or their tier.
- Harassment, discrimination or safety: see our Harassment and Safety Policy and Equality and Fair Treatment Policy.
- Your personal data: email privacy@cvrd.uk. If you're still unhappy, you can complain to the ICO (see our Privacy Policy).
- An operator's conduct as a licence holder: you can also report it to the Security Industry Authority through gov.uk/sia.
6. How we use complaints
We keep a record of every complaint and what we did about it, and we review them regularly to fix the cause, not just the case.