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    Complaints & Disputes Policy

    Last updated: 2 April 2026

    1. Purpose

    TRM Flex Ltd ("we", "us") is committed to providing a high-quality service. This policy sets out how you can raise a complaint or dispute and how we will handle it. We aim to resolve all matters fairly, promptly, and transparently.

    2. Who Can Raise a Complaint

    This policy applies to all users of the TRM FLEX platform, including:

    • Clients
    • Self-employed contractors (Workers)
    • Supplier partners
    • Members of the public with a legitimate concern

    3. How to Raise a Complaint

    Step 1: Informal Resolution

    In the first instance, we encourage you to contact us directly to resolve the matter informally. Email us at hello@trmflex.com with a description of your concern.

    We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.

    Step 2: Formal Complaint

    If you are not satisfied with the informal resolution, you may submit a formal complaint in writing to:

    TRM Flex Ltd — Complaints
    Email: hello@trmflex.com

    Your formal complaint should include:

    • Your full name and contact details.
    • A clear description of the complaint.
    • Any supporting evidence or documentation.
    • The outcome you are seeking.

    We will acknowledge formal complaints within 2 working days and provide a full written response within 20 working days.

    Step 3: Escalation

    If you remain dissatisfied after our formal response, you may escalate the matter to a senior director. We will provide escalation contact details in our formal response.

    4. Disputes Between Users

    Where a dispute arises between platform users (e.g., between a client and a contractor, or between a client and a supplier), we will:

    • Act as a neutral facilitator to help resolve the dispute.
    • Review available evidence, including platform records, shift data, and communications.
    • Provide a written determination within 15 working days.

    All parties to a dispute agree to engage in good faith. TRM Flex Ltd's determination on platform-related disputes (such as shift completion, payment disputes, or conduct issues) is final in relation to Platform actions (e.g., account status), but does not affect your legal rights.

    5. Financial Disputes

    Disputes relating to invoices, payments, or financial matters will be reviewed by our finance team. We will:

    • Review all relevant financial records and platform data.
    • Provide a written explanation within 15 working days.
    • Issue corrections where errors are confirmed.

    HMRC-reportable financial records are retained for 6 years in accordance with UK tax law and cannot be deleted upon request.

    6. Safeguarding Complaints

    Complaints relating to safeguarding, welfare, or the safety of vulnerable individuals will be treated as priority matters and handled under our Safeguarding Policy.

    7. Data Protection Complaints

    If your complaint relates to how we handle your personal data, you may also submit a Data Subject Request or contact the Information Commissioner's Office (ICO) at ico.org.uk.

    8. External Remedies

    Nothing in this policy affects your statutory rights. You may seek independent legal advice or refer your complaint to relevant regulatory bodies at any time.

    9. Governing Law

    This policy is governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.