TrustedHousesitters complaint process allows you to raise an issue to our resolutions team.
Below is an explanation of what complaints we will accept and how we manage them.
Review Disputes
We operate a 100% tamper-proof policy for all reviews.
As long as reviews remain respectful and the house sit has not breached our terms of service, a member has the right to leave their opinions and comments.
This means that we will not amend or remove any reviews once they have been submitted. If you are unhappy with, or disagree with any part of the review, you have the ability to respond and leave your own comments.
Because of our tamper-proof policy, we do not accept review disputes.
Complaining about a member or a house sitting experience
We encourage members to manage disputes or disagreements between themselves and attempt to find an amicable resolution. Where this is not possible, you may raise your concerns directly with TrustedHousesitters.
We ask that you email our Membership Services department at support@trustedhousesitters.com upon completion of the house sit, stating your membership ID number, a detailed explanation of your complaint and include any relevant evidence that you may have. Supporting evidence we will accept:
- Time and date stamped photos
- Time and date stamped videos
- Screenshot of email, texts and any other messages on our platform that is in relation to the sit (it must be a full thread conversation, not one message screenshots)
- Police/Crime Reports
- Veterinary Report
- Hospital Reports
The case handler will review the information that you submit to us and any other relevant information. We might need to contact you and/or the other member for more information.
We will carefully consider all relevant information as part of our investigation.
We will aim to communicate our decision and any action that we have taken within 14 business days.
We will only accept complaints that have been submitted within 30 days of the completion of the relevant house sit.
Complaining about TrustedHousesitters
If you wish to raise a complaint directly about TrustedHousesitters, our platform or a member of staff, we ask that you email our Membership Services department at support@trustedhousesitters.com giving a detailed explanation of your complaint and include any relevant evidence that you may have.
The case handler will review the information that you submit to us and any other relevant information. We might need to contact you for more information.
We will carefully consider all relevant information as part of our investigation.
We will aim to respond to you with our findings and outcome within 14 business days.
How to appeal a decision
If you are not satisfied with the outcome of your complaint, you can request this to be reviewed by a senior member of our Membership Services department
You will be required to send your request via email to support@trustedhousesitters.com applying the subject line ‘Complaint Appeal’
Your appeal will then be reviewed by a senior member of our Membership Services team who may contact you for further information if required
The ruling on you appeal will be delivered within 14 days of receipt
This decision will be final