Complaints and disputes

Email marianatmatthews@gmail.com with "Complaint" in the subject line. Tell us what happened, when, and what outcome you are looking for. Include your account email and, where relevant, the study name or submission date.

• Acknowledgement within 3 working days.
• A full response within 30 days, or an update explaining the delay.
• Data protection requests are answered within one month, as UK GDPR requires.

Ask the researcher to reconsider first. If they do not, or you believe the rejection was unfair, email us within 30 days of the rejection with the study and the reason given. We look at the completion code, the time taken and the quality signals, and we can overturn a rejection and pay you. Submissions left unreviewed are approved and paid automatically 21 days after submission.

Where we suspend an account or hold a balance while we investigate, we will tell you why and give you a chance to respond. A person, not an automated system, makes the final decision. If the investigation clears you, the balance is released and available to cash out as normal.

• For data protection complaints you can contact the Information Commissioner's Office at ico.org.uk, though we would like the chance to put things right first.
• For a study that caused harm, see our safeguarding page. Where a study was run by a university, you can also raise it with that institution's research ethics office.
• Unresolved disputes are subject to the laws of England and Wales and the courts of England and Wales.