Complaint Handling Policy
How we handle and investigate consumer complaints about service providers
Our Commitment to Addressing Concerns
National Service Connect takes consumer complaints seriously. While we are a referral platform and not a party to the service agreement between consumers and providers, we maintain a complaint process to help address issues and maintain the quality of our network.
Note: For disputes about pricing, workmanship, or contractual matters, you should first attempt to resolve the issue directly with the service provider. We can assist with mediation but cannot compel providers to take specific actions.
Complaint Process
File a complaint through our Report Issue page. Please provide:
- Your contact information
- The provider's name and service date
- A detailed description of the issue
- Any supporting documentation (photos, receipts, communications)
We will acknowledge receipt of your complaint within 2 business days. You will receive a confirmation with a reference number for tracking purposes.
Our team will review the complaint and may:
- Request additional information from you
- Contact the provider for their response
- Review any documentation provided
- Check for patterns of similar complaints
Based on our investigation, we may take one or more of the following actions:
- Facilitate communication between you and the provider
- Document the complaint in the provider's record
- Issue a warning to the provider
- Suspend or remove the provider from our network (see Provider Removal Policy)
Expected Timeline
Acknowledgment: 2 business days
Initial review: 5-7 business days
Resolution: Varies based on complexity (typically 10-30 business days)
Complex cases requiring additional investigation may take longer. We will keep you informed of progress.
Limitations
As a referral platform, there are certain things we cannot do:
- • We cannot compel providers to issue refunds or perform additional work
- • We cannot mediate legal disputes or provide legal advice
- • We cannot guarantee a specific outcome to any complaint
- • We are not responsible for the actions of independent service providers
For serious disputes, you may wish to consult with an attorney, file a complaint with your state's consumer protection office, or contact the provider's licensing board.