Feedback policy

1. About this policy

This policy explains how feedback works on TestConnect (testconnect.co.uk and the TestConnect apps), which is operated by Wilgenry Software Ltd, a company registered in England and Wales [company number, registered office] ("we", "us"). It applies to job feedback as it becomes available in TestConnect, and forms part of our terms of use.

2. The main rule

Feedback is about the service, never about the result of a test. A tester who records a fail honestly is doing their job. Feedback is there to help people book good service; it isn't a judgement of anyone's competence, which is a matter for their scheme. Feedback forms don't ask about the result, and feedback that criticises someone because a test failed, or praises them because it passed, is not allowed.

3. Who can leave feedback

• Only people who took part in a real job that has been completed on TestConnect: the organisation that posted the job, the tester, the site manager through their site link, and, for a tester's private job, a homeowner the tester chooses to invite.
• One entry per job per person. You can edit it for 48 hours; after that it is locked.
• You may not leave feedback about your own organisation, about a job you weren't part of, or in exchange for any payment, discount or other reward.

4. What feedback covers

About testers

Punctuality, communication, professionalism on site, following site rules and PPE, leaving the plot as found, report quality and speed, and whether you would book them again.

About sites and posters

Whether the plot was ready as confirmed, access and parking, whether the site contact was reachable, and whether the job information was accurate.

There is no overall "how did the test go" score.

5. How feedback is shown

• Feedback stays hidden until both sides of the job have submitted, or 14 days have passed, whichever is sooner.
• Scores are shown only once someone has at least five, as an average with the number of jobs and a 12-month window. Each category is shown separately, and "would book again" as a percentage.
• Feedback is shown to organisations choosing testers and to testers about sites and posters. It is not shown on our public website.
• Feedback is never used to rank the open marketplace, which is ordered by how well a job fits a tester's route.
• We don't select which feedback to show. All feedback that meets this policy is included in the averages.

6. Checks against the job record

Where feedback refers to something TestConnect records, we show the record alongside it. For example, a comment that a tester arrived late is shown with the recorded arrival time and the agreed window, and a comment that someone didn't turn up is checked against the visit's status.

7. What is not allowed

• Feedback about the test result rather than the service.
• Fake feedback, or feedback written by or for someone who wasn't on the job.
• Feedback given or changed in return for a reward, or under pressure.
• Abuse, threats, discrimination, or statements that are untrue and damaging.
• Other people's personal information, such as phone numbers or home addresses.
• Feedback about the wrong job, or that is off-topic.

8. Replying and reporting

• If you've received feedback, you can post a reply, which is shown under the comment.
• You can report a comment as untrue, abusive, about the result, or off-topic. Use "Report this comment" in the app, or email support@testconnect.co.uk.
• Our staff aim to review a report within 48 hours, using the job's evidence: its timeline, arrival times, photos and messages.
• The outcome will be one of: the feedback is kept; it is kept with a note; it is removed, with the reason sent to both sides; or the score is excluded, which removes the comment but still counts the job.

9. What we will never do

• Remove feedback just because it is negative.
• Offer or accept payment or incentives for feedback.
• Hide negative feedback or show only the best.
• Ban anyone because of low ratings alone. See the code of conduct for how concerns are handled.

10. Records

Every moderation decision is recorded in our audit log with the reason, and is visible to the people concerned. We keep feedback and moderation records for [retention period].

11. The law

We operate feedback in line with UK consumer law on reviews, including the Digital Markets, Competition and Consumers Act 2024, which bans fake reviews and the misleading presentation of reviews. [Wording on our notice-of-complaint process under section 5 of the Defamation Act 2013 to be confirmed by a solicitor.]

12. Changes and contact

We may update this policy and will tell you about important changes in the app or by email. Questions or complaints: support@testconnect.co.uk or [postal address].