FairReply

Trust & privacy

FairReply is built to be fair to consumers and companies alike. Here is exactly how evidence, privacy, and the company's side of the story work.

Who we serve and who we are

The launch service is for consumers living in Malta.
Complaints involving companies elsewhere in the EU are reviewed individually; not every cross-border case can be accepted.
FairReply is an independent private complaint-packaging and forwarding service. It is not the MCCAA, a regulator, an ADR body, a court, or any other public authority, and is not affiliated with them.
FairReply is not a law firm, does not provide legal advice, and does not decide legal rights or case outcomes.

Evidence policy

We do not accept anonymous complaints. Every case is tied to a real, contactable person.
Each case requires genuine evidence: a receipt, invoice, photos, emails, warranty or repair notes.
Our team reviews each case before it is delivered to the company.
Cases without sufficient evidence are not forwarded.

Private by design

Nothing is published. No public reviews, no public scores, no name-and-shame.
Your case is shared with exactly one party: the company it concerns.
Companies see only what they need to resolve the case.
We may use anonymised, aggregated data for sector statistics. We never include your name or documents.

Fair to companies

Companies receive a clear complaint package and requested response date. Responding is always free.
They can resolve, explain, ask for more information, or dispute the facts.
FairReply organises and forwards information; it does not decide legal rights, represent either party, or determine the outcome.
Companies that engage and resolve are never penalised for hearing from us.

Honest feedback, kept private

After a case is resolved or closed, the consumer can rate the response, communication, fairness, and resolution.
The individual review and score stay inside FairReply. They are never posted as a public review or public company score.
Feedback may contribute to anonymised aggregate insights only after the consumer confirms this use.
A single review never becomes a public verdict. The Malta pilot will test the questions and scoring before any wider rollout.

Privacy & GDPR

We process your data under EU GDPR, with your explicit consent as the lawful basis for forwarding your case.
We use your contact details for case updates and verification. We do not sell them or share them beyond your case.
Evidence documents are stored securely and retained only as long as your case needs them.
You can request a copy or deletion of your data at any time by emailing case@getfairreply.com.

Common questions

Who can currently use FairReply, and is it part of the MCCAA?

FairReply currently serves consumers living in Malta and reviews complaints involving companies elsewhere in the EU case by case. FairReply is an independent private complaint-packaging and forwarding service. It is not the MCCAA, a regulator, an ADR body, a court, a law firm, or another public authority, and is not affiliated with them.

What evidence do I need to file a complaint with FairReply?

Every case requires genuine evidence: a receipt, invoice, photos, emails, warranty or repair notes. We do not accept anonymous complaints. Each case is tied to a real, contactable person, and our team reviews it before it is delivered to the company.

Is my complaint published publicly?

No. Nothing is published. There are no public reviews or public scores. Your case is shared with exactly one party: the company it concerns. FairReply may use anonymised, aggregated data for sector statistics, but never your name or documents.

Is FairReply fair to companies?

Yes. Companies receive a clear complaint package, responding is always free, and they can resolve, explain, ask for more information, or dispute the facts. FairReply organises and forwards information; it does not decide legal rights, represent either party, or determine the outcome.

How does FairReply handle my personal data?

Data is processed under EU GDPR with your explicit consent as the lawful basis for forwarding your case. Contact details are used for case updates and verification only, evidence is stored securely for the duration of your case, and you can request a copy or deletion at any time via case@getfairreply.com.

Does FairReply collect company ratings?

After a case is resolved or closed, the consumer may submit private feedback about the company's response, communication, fairness, and resolution. The individual review and score are not published. With the consumer's confirmation, feedback may contribute to anonymised aggregate insights.