Complaint handling procedure

If something on Dohipa does not work the way you expect, or you believe a comparison listing or the way we process your request is unclear or incorrect, you can let us know. We treat every complaint seriously and review each one individually.

How to submit a complaint

The simplest way is to write to us through the contact page. Describe what happened in your own words — there is no required form or template.

What to include

• Your name and a way to reach you, so we can reply.
• The page or part of the service your complaint concerns.
• A short description of what happened and what you expected instead.

If any details are missing, we ask follow-up questions rather than rejecting the complaint.

How a complaint is reviewed

Each complaint is read by a person, not an automated filter. We first check what happened, then look at the relevant part of the service, and finally decide what to change or explain. You receive a reply with the outcome and, where applicable, what we have corrected as a result.

What happens after review

If a complaint points to something we can improve — for example unclear wording, a misleading listing, or a broken step in the request flow — we correct it and let you know. If the complaint concerns the behaviour of a construction crew you contacted through the service, we explain what we can and cannot influence, and where the responsibility of the crew begins. Our terms of use describe the role of the service in more detail.