Complaints

General

You may submit a complaint via the Contact us form. Your complaint should clearly state:

  1. The issue.
  2. The outcome you are seeking.

Online Safety Act

Under Section 21 of the UK's Online Safety Act you have the right to raise complaints. From Section 21 these complaints may be:

  • Complaints by users and affected persons about content present on a service which they consider to be illegal content;
  • complaints by users and affected persons if they consider that the provider is not complying with a duty set out in:
    1. section 10 (illegal content),
    2. section 20 (content reporting), or
    3. section 22(2) or (3) (freedom of expression and privacy);
  • complaints by a user who has generated, uploaded or shared content on a service if that content is taken down on the basis that it is illegal content;
  • complaints by a user of a service if the provider has given a warning to the user, suspended or banned the user from using the service, or in any other way restricted the user’s ability to use the service, as a result of content generated, uploaded or shared by the user which the provider considers to be illegal content;
  • complaints by a user who has generated, uploaded or shared content on a service if
    1. the use of proactive technology on the service results in that content being taken down or access to it being restricted, or given a lower priority or otherwise becoming less likely to be encountered by other users, and
    2. the user considers that the proactive technology has been used in a way not contemplated by, or in breach of, the terms of service (for example, by affecting content not of a kind specified in the terms of service as a kind of content in relation to which the technology would operate).
  • complaints by users and affected persons about content, present on a part of a service that it is possible for children to access, which they consider to be content that is harmful to children;
  • complaints by users and affected persons if they consider that the provider is not complying with a duty set out in section 12 (children’s online safety);
  • complaints by a user who has generated, uploaded or shared content on a service if that content is taken down, or access to it is restricted, on the basis that it is content that is harmful to children;
  • complaints by a user of a service if the provider has given a warning to the user, suspended or banned the user from using the service, or in any other way restricted the user’s
    • ability to use the service, as a result of content generated, uploaded or shared by the user which the provider considers to be content that is harmful to children;
  • complaints by a user who is unable to access content because measures used to comply with a duty set out in section 12(2) or (3) have resulted in an incorrect assessment of the user’s age.

You may submit a complaint via the Contact us form. Your complaint should clearly state:

  1. The specific provision of the Act you believe we have violated.
  2. How this alleged violation has affected you.
  3. The outcome you are seeking.

You may also wish to consult Ofcom regarding where to raise a complaint.

GDPR

You may submit a complaint via the Contact us form. Your complaint should clearly state:

  1. The issue.
  2. The outcome you are seeking.

You may also wish to raise your complaint via Information Commissioner’s Office (ICO) if you don't feel we have correctly addressed your issue.

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