Report a problem
Telling us when something goes wrong
Reports are how we find out what is actually happening on the platform. This page explains what to report, how, and what we do with it.
In-product reporting is not live yet. JobTackl has not launched, so there are no bookings, providers or accounts to report. The in-product route opens with the marketplace. In the meantime, email support@jobtackl.com and it reaches us.
If someone is in immediate danger
Call 999. For non-emergency police matters, call 101. JobTackl cannot respond in real time and is not a substitute for the emergency services. Contact them first, then tell us so we can act on the account involved.
What you can report
Safety concern
Anything that put someone at risk, including threatening behaviour, unsafe work, or a safeguarding concern involving a child or vulnerable adult.
Highest priority
Payment or fraud
Requests to pay off-platform, charges you did not agree to, or anything that looks like a scam.
Highest priority
Problem with a job
Work not completed, done poorly, or materially different from what was agreed.
Standard
Someone's behaviour
Harassment, discrimination, or any breach of the Community Guidelines by a customer or a provider.
Standard
A review
A review that is fake, retaliatory, or breaches the guidelines.
Standard
Privacy or data
Misuse of your personal information, or a request about the data we hold on you.
Standard
What happens after you report
You report it
Tell us what happened, when, and who was involved. Include the booking reference where there is one.
We acknowledge it
We aim to acknowledge ordinary reports within 2 business days. Safety reports are prioritised, but JobTackl does not provide real-time or 24/7 emergency response.
We review
We look at the accounts, messages and booking involved. We may come back to you with questions.
We act
We may preserve relevant records, restrict an account while we investigate, resolve a booking dispute, or take proportionate enforcement action. We report matters to an authority where required by law or necessary to protect someone at risk.
What to include
Give the booking reference, what happened, when it happened and the names of the accounts involved. Include relevant messages, photographs, receipts or other evidence only where you are entitled to share them. Keep original files where possible and do not edit screenshots in a way that changes their meaning.
Do not send passwords, complete card details, access codes or unnecessary identity documents. Never download, copy or send suspected child sexual abuse material to JobTackl. Preserve the link or account details without opening or sharing the material, contact the police where appropriate, and tell us where it appeared so we can restrict access and follow our legal reporting duties.
Booking and payment disputes
We aim to acknowledge a booking dispute within 2 business days. If we request evidence, each side normally has 5 calendar days to provide it. We aim to decide the dispute within 10 business days after receiving the evidence. A complex case may take longer; if so, we will explain why and provide an update. Urgent safety issues are escalated separately.
Confidentiality
We limit report information to people who need it to assess and respond. We do not promise anonymity: we may need to share the substance of an allegation so the other person can respond, or disclose information where the law requires it or someone is at risk. We avoid revealing the reporter’s identity where it is not necessary.
We cannot always tell you what action we took against another account — data protection limits what we can share about someone else. We will tell you that the matter has been dealt with.
Retaliation
Retaliating against someone for making a good-faith report is itself a breach of the Community Guidelines and will be treated seriously.
Deliberately false reports
Getting it wrong in good faith is fine, and we would rather hear about a concern that turns out to be nothing. Deliberately false reports made to damage someone are a different matter and may result in proportionate enforcement action. We will not penalise someone merely because a good-faith report cannot be proved.
If you disagree with an account decision
If enforcement affects your own account, you may appeal within 14 calendar days as described in the Community Guidelines. An appeal does not automatically lift a restriction needed to protect users while the review is completed.
Before launch
Email support@jobtackl.com to report a concern, or legal@jobtackl.com for formal correspondence. These inboxes are monitored ahead of launch, but they are not emergency or 24-hour services.