On PontBat, a complaint is never an email lost in an inbox: it is a numbered case, with an owner and a deadline, traced end to end in the audit log.
Acknowledgement within 24 hours, whatever the subject.
The worst time to invent a procedure is during the conflict. Ours is contractual and known to everyone from signature.
You open the complaint in two clicks in the app — or through the form below — with supporting attachments.
Your case receives a tracking number and a named owner. You are notified of every status change.
If the complaint concerns a build, payment of the disputed milestone is immediately frozen in escrow. The rest of the site keeps going.
An independent expert — never paid by the audited company — visits the site and draws up an adversarial report within 72 hours.
Based on the report, the platform proposes an outcome: rework, discount, or release of payment. If mediation fails: arbitration or a court expert — the company's bank bond covers enforcement of the decision.
No “we'll call you back”. Three measurable commitments, valid for everyone — clients and professionals alike.
Every case gets a unique identifier from the moment it is opened. You follow its status in real time in your space, like a parcel.
A back-office member is personally responsible for your case, with a displayed processing deadline. Any overrun is escalated automatically.
Opening, exchanges, report, decision: every action is written to a chained log, impossible to alter or erase afterwards.
The mechanisms protecting your money during the procedure — escrow, freeze, bond — are detailed on the Trust & guarantees page.
Client or professional: this form opens an official case. Acknowledgement within 24 hours with your tracking number.