Process
How Reports Are Handled
Naming a company in public is serious. This is the process between a report arriving and anything being published.
Six Stages
Most reports never reach the last two, because they are resolved earlier.
- Stage 1
Report received
A customer submits a dated account with the quote, the invoice and any paperwork.
- Stage 2
Evidence check
We look for what can be verified: receipts, job numbers, messages and dates that line up.
- Stage 3
Company contacted
The company is told what has been reported and given a right of reply, in writing.
- Stage 4
Resolution window
Most cases end here, because the company returns the rug, corrects the invoice or explains the difference.
- Stage 5
Decision
If it stays unresolved and the evidence holds, a complaint page is published with the company’s response alongside it.
- Stage 6
Review
A published page is updated or removed if the situation changes or new evidence arrives.
If a page is published
What It Contains
- What was quoted and what was charged
- Dates, and how long a rug was held
- What the customer asked for, and what the company answered
- The company’s response, in full
A complaint page lives at /company/{company-slug}/complaints, alongside that company’s profile, so readers always see it in context.
Never published
What We Leave Out
- Reports that cannot be checked
- Accusations of crime, which belong with the police
- Staff names or personal details
- Anything a company pays to add or remove
The Process — FAQs
How long does the process take?
It depends on the company’s response. The resolution window exists because most reports are settled once the company is asked directly, in writing.
Can a company pay to remove a complaint page?
No. Pages change when the facts change, not when money changes hands.
What if the customer and the company disagree?
Both accounts are published. Readers see what was quoted, what was charged, what was asked and how the company answered, and can judge for themselves.
Are any complaint pages live now?
No. Reports stay private until this process is running, and nothing is invented in the meantime.