Disputes and arbitration

01Start with a tracked complaint

Submit the account email, relevant order or case reference, facts, requested outcome and supporting evidence through support.ident.ink. Mark it as a formal complaint. We will acknowledge and investigate it without undue delay and may ask for information needed to resolve it.

02Internal escalation

If the first response does not resolve the complaint, request escalation and identify the disputed finding. A person with appropriate authority who was not the sole original decision-maker should review it where practicable. Settlement communications may be made without admission of liability.

03Good-faith resolution and mediation

Before starting formal proceedings, each party should give the other a reasonable opportunity to resolve the dispute. The parties may agree to confidential mediation with an independent mediator and share the mediator’s fees equally unless law, a scheme or the settlement states otherwise.

04Consumers: arbitration is voluntary

A consumer is never required by this policy to arbitrate a future dispute. Arbitration may be used only after a dispute has arisen, both sides receive clear information and freely agree in writing. Refusing arbitration does not remove access to a court, small-claims process, regulator or mandatory alternative-dispute scheme.

Consumers retain the mandatory protections and jurisdiction rights of their place of residence. Nothing here makes a consumer bear costs or travel that would unfairly prevent a claim.

05Business and partner disputes

Where both parties act in the course of business, an order or signed partner agreement may require confidential arbitration and specify the rules, seat, language and tribunal. If it does not, either party may propose arbitration after the dispute arises, but arbitration is binding only when a valid written agreement exists.

Any arbitration is governed by the Arbitration Act 1996 as amended, including by the Arbitration Act 2025, where England and Wales is the agreed seat. A tribunal may award remedies available under the governing contract and law.

06Court proceedings and governing law

Unless an enforceable written order selects another lawful forum, claims may be brought in a court that has jurisdiction under applicable law. The agreement is governed by the law lawfully applicable to the Ident.ink contracting operation and the customer, while preserving mandatory consumer protections. A business order may expressly select the law of England and Wales.

07Urgent and protected claims

Either party may seek urgent interim relief to protect security, confidential information, intellectual property, personal safety or data without completing informal steps first. Nothing restricts a report to a regulator, a lawful chargeback, whistleblowing, criminal report or claim that cannot lawfully be limited.

08Timing and preservation

Raise disputes promptly so records can be preserved. Contractual time limits apply only to the extent fair and lawful and never shorten a non-waivable statutory period. Each party must take reasonable steps to preserve relevant evidence and must not alter audit records.

09Individual resolution

Where lawful, proceedings should resolve the actual parties’ claims and should not be used to obtain relief for unrelated people without the procedure and authority required by the relevant court or tribunal. This clause does not prohibit representative or collective rights that law does not allow the parties to waive.