Safety and reporting

Call 999. If there is a risk to someone’s life or safety, the police come first and we come second. Tell us afterwards at safety@kaam.uk so we can act on the account as well, and say that the police are involved.

Photos, files, messages and profiles each carry a Report control on the thing itself, so you can report what you are looking at without leaving the page. You choose a reason, add anything that helps, and it goes straight into the reviewers’ queue.

You do not need an account to reach us about something you have seen: email safety@kaam.uk with a link and what is wrong with it.

Reporting the same thing twice does not make it more urgent - the second report simply returns the first. What does move a report up the queue is what it is about: anything illegal, sexual, violent or abusive is looked at ahead of everything else, automatically.

• Reports of illegal, sexual, violent or abusive content are looked at within 24 hours.
• Everything else is looked at within 3 working days.
• A reviewer either upholds the report - the content is removed there and then, file and all - or rejects it, and has to write down why.
• If the person who posted it deleted it before we reached it, the report is closed as answered rather than judged. Nobody is marked for something that is no longer there.

We tell you that your report was received and dealt with. We do not tell you what happened to somebody else’s account - that is theirs, not ours to share.

You are told what was removed and under which part of the acceptable use policy. If you think that was wrong, reply or write to complaints@kaam.uk. A different person from the one who made the decision reviews it, and we answer within 10 working days. If they agree with you, the content comes back and the mark comes off the account.

Anything else - a feature that lost you money, an email you should not have had, the way we handled your data - goes to complaints@kaam.uk. We acknowledge within two working days and answer within ten, and if it will take longer we say so and say why.

For anything about your personal data you can also go straight to the Information Commissioner’s Office - the privacy notice has the details. You do not have to come to us first.

KAAM checks the evidence a professional gives us, and it says exactly what that means at what verified means. It cannot check what happens in your home. A few things worth doing anyway:

• Agree the price and what is included in writing, in KAAM, before work starts.
• Ask to see the certificate or card in person. A badge here says we saw a document; the person at your door should be the person on it.
• Be careful about paying a large sum up front, especially for materials not yet bought.
• Keep the conversation in KAAM. If it moves to a text message, none of the record exists when something goes wrong.
• For gas, electrical or heating work, check the registration on the scheme’s own public register too. It takes a minute and it is the same check we do.