Crisis or immediate danger
Use emergency services and the country crisis route now.
Immediate
Public trust · concerns
The right route depends on what is happening.
A complaint channel must protect people before it protects a badge. These six routes stay separate because crisis, safeguarding, appeals and mark enforcement require different handling.
Immediate danger does not wait for a complaint case.
Contact emergency services or open country-specific crisis support.
Safeguarding report
Same-day review and external referral where required.
24-hour escalation
Certified-organisation complaint
Case reference, conflict-safe assignment and investigation.
7-day acknowledgement
Misuse of the MindsMelt mark
Verification and enforcement track.
7-day acknowledgement
Complaint about MindsMelt or an auditor
Assigned away from the person complained about.
7-day acknowledgement
Applicant appeal
Independent appeal under the certification procedure.
Procedure-specific
Anonymous where actionable
Anonymous reports are accepted when specific enough to investigate.
Identity protected
A complainant’s identity is not given to the organisation; it receives only what fairness requires.
Anti-retaliation
Every case opening carries a retaliation warning; retaliation can trigger critical certification action.
Development release gate
Sensitive intake is not open yet.
MindsMelt will not route safeguarding or certified-organisation complaints into an ordinary inbox. The secure bilingual intake opens only after a named safeguarding lead and backup, restricted case access, conflict-safe assignment and acknowledgement workflow are operational. Mark misuse and general questions can use the contact route meanwhile.
Use general contact for non-sensitive issues