Complaints Procedure

Use this process to report marketplace conduct, inaccurate information, account misuse or a lead-credit dispute.

How to complain

Email support@huraonline.uk with your name, account email, job or lead reference, dates and a clear description. Include evidence such as screenshots where relevant.

What happens next

1. We acknowledge the complaint and identify any urgent safeguarding issue.
2. We review account and marketplace records and may ask both parties for information.
3. We explain the outcome and any action, such as a warning, suspension, correction or credit decision.

Target response times should be inserted once your support process is staffed. Hura cannot decide contractual workmanship or payment disputes as a court would.