Last updated 14 August 2026
Most issues are best resolved directly between the customer and provider through in-app messaging. When that's not possible, this policy explains how Rapid Help reviews and resolves complaints.
Contact Support with the job number (shown as #RH-XXXX) and a description of the issue. For review disputes, you can also flag a specific review from the job.
For disputes about pricing, quality, or a missed appointment, our admin team may review the job's details, messages, and photos, and — if needed — mark the job as disputed while it's investigated. We may facilitate a resolution between the parties, including adjustments to the final charge where appropriate.
If you believe a review about you is abusive, off-topic, or fake, flag it for admin review. Reviews found to violate our policies are removed; disagreeing with a fair, honest review isn't grounds for removal.
If your account is suspended, you'll be notified of the reason where possible. You can appeal by contacting support — appeals are reviewed by someone who wasn't involved in the original decision.
We aim to acknowledge complaints within a few business days and resolve most within [10 business days]; complex cases may take longer, and we'll keep you updated.
If a dispute can't be resolved through our internal process, either party may pursue other avenues available under applicable law, including relevant alternative dispute resolution schemes or the courts of [England and Wales].
Raise a complaint at info@rapidhelp.co.uk.