Complaints Policy

Complaints are private case records and are distinct from public reviews. TCG may request information from the complainant and member, preserve relevant evidence, assess fairness and reach one of these outcomes: not upheld; resolved; upheld minor; upheld significant; or upheld serious/repeated.

Opening or marking a complaint serious does not automatically suspend a member. TCG may use a distinct Under Review state while facts are gathered. Suspension or other restriction requires a separate, reasoned, proportionate decision where risk or established conduct justifies it. TCG will not delete a business simply because it receives a negative review or complaint.

TCG may decline matters outside its remit, duplicates, abusive submissions or issues better handled by police, insurers, courts or regulators. It may share information where lawful and necessary for safety, legal claims or regulatory duties. Outcomes and operator notes remain private unless disclosure is required by law.

A member or complainant may request an internal review, identifying a material factual/procedural error or new evidence. The review may confirm, vary or overturn the decision and is recorded separately. `[OWNER/LEGAL REVIEW: submission channel, target acknowledgement/decision timescales, limitation period and external escalation.]`

Policy version 2026-08-28-v1 · Owner-approved TCG policy. This document has not been described as independently solicitor-advised.