COMPLAINTS POLICY

We understand and respect that there may be circumstances in which the users of this site wish to voice their concerns about treatment whilst on or by this site. We have devised the following procedure to try and address any issues/concerns.

Circumstances involving other users on this site.

I’m not happy and I wish to raise my concerns because of:

  1. Content- I consider the content of another user’s post to be inappropriate, offensive, or in my opinion a breach of your House Rules.
  2. Bullying- I feel bullied, mistreated or made to feel unsafe on the site by another user.
  3. Other- I have a cause for concern that doesn’t fall in the above two categories.

What do I do next?

  1. Please let us know as soon as possible. Please use the report button on the post that has caused offence, If you feel this adequately resolves the issue. Alternatively email us, with the word ‘complaint’ in the subject line.
  2. If you email us, please provide us with the reason as to your concerns, and if possible provide details of an approximate time and date of the post/ comments you are unhappy about.

What will you do?

  1. We will look at and consider the comments that you have made.
  2. We will review the post/behaviour in question.
  3. We will apply our House Rules to the post/ reason for compliant to consider whether there has been a breach.
  4. We will respond back to you notifying you:
    1. If the post/ behavior has already been subject to moderation, and if so we will let you know the stage of moderation/action already taken/ any possible further action.
    2. If we consider the post to be a breach of our House Rules, we will inform you of the action we intend to take in accordance to our Moderation Policy.
  • If the Moderators do not agree that a breach has occurred: In this situation no action will be taken at this stage. If it is considered that the behaviour did constitute a near breach/ caused unnecessary distress, the user’s posts will be monitored for a short period of time, and if similar behaviour persist, the moderation procedure may then be triggered.

What will the time frame be?

Once we receive the concern/complaint, our turnaround timeframe will be within twenty-four hours. However we will endeavor to undertake the process as quickly as we are able to.

What if I am still not happy?

We welcome any further comments and we will of course consider a further response/ reasoning as to why you are not happy with our decision. However we are bound by our interpretation of the House Rules and our other policies, and any further action will be dependent on whether a breach has considered to have occurred.

Circumstances involving the decisions of the site itself

I’m not happy and I wish to raise my concerns because of:

  1. The moderation or the moderator’s decision on this site.
  2. Any other matter.

What do I do next?

  1. Please let us know by email, with the word ‘complaint’ in the subject line, as soon as possible. Please provide us with the reason as to your concerns, and if possible please briefly explain how you consider us to be in breach of our relevant policies e.g. Moderation Policy, Privacy Policy, Terms Of Use, House Rules and any other of our policies.

What will you do?

  1. We will look at and consider the comments that you have made.
  2. We will consider your comments against the site’s policies.
  3. We will respond back to you notifying you:
    1. If we do not consider we have breached our polices; no further action will be taken.
    2. If we agree that there may have a breach of our polices; we will of course endeavor to rectify the breach as soon as possible.

What will the time frame be?

Once we receive the concern/complaint, our turnaround timeframe will be within twenty-four hours. However we will endeavor to undertake the process as quickly as we are able to.

What if I am still not happy?

We welcome any further comments and we will of course consider a further response/ reasoning as to why you are not happy with our decision. However we are bound by our interpretation of the House Rules and our other policies, and any further action will be dependent on whether a breach has considered to have occurred.