Project gone sideways? Let's get it back on track.
File a complaint against any service or software company in the categories we cover - listed on Goodfirms or not. We deliver it to them, open a private thread, and help both sides reach a fair middle ground.
- Free for buyers
- 100% private
- No impact on rankings
Free for buyers
How it works
Four steps to resolution
Most disputes are communication failures, not bad actors. A structured thread with a neutral third party in the room fixes most of them.
- 5 min
You file
Describe the issue and attach any contracts, invoices, or chat logs - about five minutes.
Step1 - Within 1 business day
We deliver
We review it for completeness and send it straight to the company's verified contact.
Step2 - Company replies in 5 days
Both sides talk
A private thread opens. The company responds, you reply, and we keep it constructive.
Step3 - Avg 14 days
Middle ground
We propose fair options - revised scope, partial refund, new timeline - and close when both agree.
Step4
Setting expectations
What we do - and what we don't
We're a platform for open communication, not a court. Being clear about that upfront is what makes it work.
What we do- Deliver your complaint to a real decision-maker at the company, not a contact form.
- Keep both sides talking with response deadlines and a structured thread.
- Suggest middle-ground options based on what's worked in similar disputes.
- Keep everything private - no public record, ever.
What we don't do- Rule on who's right. We're not lawyers, judges, or arbitrators.
- Force a company to pay or compel any action.
- Publish complaints or use them as content.
- Penalise rankings. Filing or receiving a complaint changes nothing in the Leaders Matrix or listings.
- Replace legal action. If you need that, we'll say so.
Confidential by design
Only three parties ever see a complaint: you, the company, and our resolution team.
Deadlines, not limbo
Companies get 5 business days to respond. We nudge, escalate, and keep you updated at each step.
Firewalled from rankings
Resolution data is never fed into Leaders Matrix, ratings, badges, or listing order.
What you can file
Common issues we help with
Covers both service agencies and software products listed on Goodfirms.
Missed deadlines
Milestones slipping without explanation or a revised plan.
SERVICESScope disputes
Disagreement over what was included, or unexpected change-request fees.
SERVICESQuality concerns
Deliverables don't match the brief, spec, or agreed standard.
SERVICESCommunication breakdown
Unanswered emails, no project updates, key contact went silent.
SERVICES · SOFTWAREBilling & refunds
Unexpected charges, unfulfilled refund promises, renewal disputes.
SERVICES · SOFTWAREData, access & support
Locked out of accounts, data export refused, support SLA not honoured.
SOFTWARE
For companies & software vendors
A complaint isn't a threat. It's a second chance.
Most buyers file because they still want the project to succeed. We give you a private, structured way to make that happen.
- Complaints are never public and never affect your Leaders Matrix position, rating, or badges.
- You hear from us first - a real person, not an automated notice.
- Respond, propose, and resolve inside one private thread.
- Resolved cases stay between you and the client. Full stop.
Phase 2 is 6 weeks late and we've had no update since the 14th. We need a realistic date or a partial refund.
Delivered to the account lead. Requested a status update and revised timeline within 5 business days.
Apologies - a key engineer left. Proposing: Phase 2 by Oct 12, and we waive the Phase 3 setup fee.
JP, does the Oct 12 date + waived fee work? If not, tell us what would.
Frequently asked questions
Will my complaint be visible to anyone else?
No. It's visible only to you, the company you named, and the Goodfirms resolution team. Nothing is published on the site, in reviews, or in reports.
Does a complaint affect the company's rating or ranking?
No. Resolution data is fully separate from Leaders Matrix, star ratings, badges, and listing order. This is deliberate: it keeps companies willing to engage openly instead of defensively.
Can Goodfirms force the company to refund me?
No. We're not lawyers, judges, or arbitrators. We facilitate communication and suggest middle-ground options. Companies engage because they want to keep a client, not because we compel them.
What should I do before filing?
Try resolving directly with the company first, and gather your contract, invoices, and key messages. Complaints with clear documentation resolve faster.
What if the company doesn't respond?
We follow up at day 5 and day 10 through every verified contact we have. If there's still no response, we close the case and tell you plainly - including that it may be time to seek legal advice.
Is there a fee?
No. The Resolution Center is free for buyers and for companies.
Can I file against a company not listed on Goodfirms?
Yes, as long as the company operates in a category we cover - IT services, marketing, design, development, or software products. We'll locate a verified contact and deliver the complaint the same way.