Claims Procedure

This Claims Procedure sets out the process by which customers may raise concerns, complaints, or claims relating to services provided via the website cvpanel.online (the “Website”) by CV Panel Online, a trading name of SPECIALISED BUSINESS LIMITED (the “Company”, “we”, “us”, “our”).

This procedure is designed to ensure that all claims are handled fairly, transparently, and in a timely manner.

1. Purpose of This Procedure

The purpose of this Claims Procedure is to:

  • provide a clear framework for submitting claims or complaints,
  • ensure issues are reviewed consistently and objectively,
  • allow the Company an opportunity to resolve concerns efficiently, and
  • comply with reasonable customer service and regulatory expectations.

2. Scope

This procedure applies to claims relating to:

  • the quality or scope of services provided,
  • delivery timelines,
  • communication issues,
  • billing or refund-related concerns,
  • alleged failure to meet agreed service terms.

This procedure does not apply to disputes relating to employment outcomes, third-party decisions, or matters excluded under our Disclaimers and Terms & Conditions.

3. Informal Resolution

3.1 Customers are encouraged, where possible, to contact us informally in the first instance so that issues may be resolved quickly.

3.2 Many concerns can be addressed through clarification, revisions, or additional explanation without the need for a formal claim.

4. Submitting a Formal Claim

If informal resolution is not satisfactory, a formal claim may be submitted.

4.1 How to Submit

Claims must be submitted in writing and should include:

  • the customer’s full name,
  • order reference number,
  • a clear description of the issue,
  • relevant dates and communications,
  • the outcome sought (for example, revision, clarification, or refund request).

Claims should be sent using the contact details provided on the Website.

5. Acknowledgement and Review

5.1 We aim to acknowledge receipt of a formal claim within 1–2 business days.

5.2 Claims are reviewed by an appropriate member of the Company, taking into account:

  • the original order scope,
  • information provided by the customer,
  • communications and deliverables associated with the order,
  • applicable policies and terms.

6. Resolution Timeframes

6.1 We aim to provide a substantive response within 7 business days of acknowledging the claim.

6.2 Where a claim requires additional investigation or third-party input, resolution may take longer. In such cases, we will provide updates where reasonable.

7. Possible Outcomes

Depending on the nature of the claim, outcomes may include:

  • clarification or explanation of services provided,
  • revisions in accordance with the agreed scope,
  • partial refund in line with the Refund Policy,
  • rejection of the claim where it falls outside applicable policies or terms.

8. Exclusions

Claims will not be upheld where they relate to:

  • dissatisfaction based solely on subjective preference,
  • failure to achieve employment or recruitment outcomes,
  • issues arising from inaccurate or incomplete customer-provided information,
  • matters expressly excluded under our Disclaimers or Terms & Conditions.

9. Final Determination

The Company’s decision following review of a claim will be communicated in writing. Where a claim is rejected, reasons will be provided.

Nothing in this procedure limits the customer’s statutory rights under applicable law.

10. Record Keeping

We may retain records of claims and related communications for internal quality control, legal compliance, and dispute resolution purposes, in accordance with our data protection obligations.

11. Changes to This Procedure

We may update this Claims Procedure from time to time to reflect changes in business practices or legal requirements.

The “Last updated” date at the top of this page indicates the most recent revision.

12. Company Information

CV Panel Online is a trading name of SPECIALISED BUSINESS LIMITED
Company Number: 12961913
Registered: 20 October 2020
Registered Address: 5 Stratford Place, London, United Kingdom