Complaints Procedure
Site: uksocials.club
Operator: CMP Technologies Ltd
Last updated: the 31st of July 2026
Version: 2.0
We want to hear when something goes wrong
This page explains how to complain to UK Socials, what happens next, and how long it takes. There are different kinds of complaint, but they all start at the same address, and if you pick the “wrong” route we simply route it internally: you never lose time for addressing the wrong team.
Most urgent first: if anyone is in immediate danger, call 999 before anything on this page.
What you can complain about
| Type | Examples | Who reviews it |
|---|---|---|
| Content moderation | “You removed my post and you were wrong”; “I reported a photo and nothing happened”; “My account was suspended unfairly” | An administrator not involved in the original decision |
| Another member’s behaviour | Harassment, scams, fake profiles, pressuring behaviour, commercial spam | The moderation team, under the Community Guidelines |
| Money | “I was charged after cancelling”; “My refund has not arrived”; “The organiser refused an in-window refund” | Reviewed against the Refund and Cancellation Policy |
| An event | It did not happen, it was materially not as described, the refund is outstanding | Us, with the organiser: Refund Policy Part B |
| Privacy and data protection | “You hold data you should not”; “My export or erasure request has stalled” | The Data Protection Lead, under the statutory procedure below |
| Accessibility | Hard to use with a screen reader, keyboard, or other assistive tech | Priority review: see the Accessibility Statement |
| Anything else | Whatever seems wrong | We route it to the right person |
How to complain
Email info@uksocials.club with:
- your UK Socials username,
- what went wrong, in your own words,
- what outcome you want, and
- any evidence (screenshots, dates, usernames).
No template, no legal language, no fee. You can also write by post to CMP Technologies Ltd, Registered office address: being procured (contact info@uksocials.club for postal correspondence), marked “Complaint”.
For content or behaviour, the fastest route is usually the Report control next to the content itself. Reporting is confidential: the person reported is not told who reported them. Members under 18 also have the panic button on every page for anything urgent.
What happens next
- We acknowledge within 5 working days (3 for privacy complaints), tell you who is handling it, and give you a timeframe.
- We investigate. Depending on the complaint that can mean reviewing reported content in context, checking moderation and payment records, asking you for more detail, or hearing the other side. Access to private content during an investigation follows the trigger-and-audit-log rules in Privacy Policy §5.1.
- We decide and tell you, within 28 days of receiving the complaint: what we found, what we did or why we did nothing, and what you can do next. If a complex case genuinely needs longer, we tell you within the 28 days, with a revised date and the reason.
- Not satisfied? Escalate once, internally. A second review looks at the original incident, our first answer, and anything new, and responds within a further 14 days. Where we have more than one administrator, a different and more senior person conducts it; while the team is small enough that the same person may have to re-review, they do so fresh, no sooner than 48 hours after the original decision, against your written points.
After that, the external routes below are open to you. You never need our permission, and you do not have to use our internal procedure first, although it is usually fastest.
| Issue | External route |
|---|---|
| Privacy and data protection | The ICO: https://ico.org.uk/concerns/, 0303 123 1113 |
| Consumer, refund and billing | Citizens Advice consumer helpline: 0808 223 1133 (can refer to Trading Standards) |
| Online-safety concerns about how the platform is run | Ofcom: https://www.ofcom.org.uk/online-safety (Ofcom regulates platforms rather than resolving individual disputes, and takes reports about platforms’ compliance) |
| Court | Money claims up to £10,000 usually go through the small-claims track. UK consumers can sue where they live: Terms of Service §20 |
Moderation appeals, specifically
If we acted against your content or your account and you think we got it wrong:
- Appeal to info@uksocials.club within 30 days of the action, saying what was moderated and why the decision was wrong.
- We acknowledge within 5 working days.
- The appeal is reviewed as in step 4 above, against the content, the rule cited, your points, and your history.
- Within 14 working days you get one of: upheld (with reasons), reversed (undone in full), or modified (partly undone).
- If reversed: content restored, account reinstated, any warning removed from your record, and paid time lost to a wrongful suspension credited back.
Appealing in good faith never counts against you.
Privacy complaints, specifically (your statutory right)
If your complaint is about how we handle your personal data, you are exercising a legal right, and the procedure is:
- Email info@uksocials.club, subject “Privacy complaint” (or post, marked the same). This is the electronic means the law requires us to provide; there is no form to hunt for.
- The Data Protection Lead handles it personally.
- Acknowledged within 3 working days, well inside the 30 days the law allows.
- Substantive response without undue delay, and within 28 days in the normal case; where a complex matter needs longer we tell you within those 28 days with the reason and a date.
- Unhappy with the outcome? The ICO at https://ico.org.uk/concerns/, at any time.
Subject access, erasure, portability and the other data rights themselves are in Privacy Policy §8; this route is for when you think we have handled something badly.
The records we keep
We log every complaint, its outcome, and the time it took. The log is part of our Online Safety Act compliance, it is how we spot patterns worth fixing, and aggregate figures may be shared with regulators entitled to them. Individual complaint records follow the retention rules in Privacy Policy §7.3.
What we will never do
- Ban or penalise anyone for complaining in good faith
- Refuse to acknowledge a complaint
- Sit past a deadline without telling you why and when
- Treat an anonymous complaint as inadmissible (though we may be unable to ask follow-ups or tell you the outcome)
When we will not act
- Lawful behaviour you disagree with is not moderatable: disagreement is allowed here.
- Behaviour on other platforms or from before someone joined is outside our reach.
- A complaint we have fully adjudicated twice is finished internally: the external routes are then the right path.
- A “complaint” that is itself a campaign of harassment is handled as the harassment it is.
In every one of these cases we write back and say so, so you are never left wondering.
Contact summary
| For | Use |
|---|---|
| All complaints | info@uksocials.club |
| A specific piece of content | The Report control next to it |
| Urgent, under 18 | The panic button, on every page |
| Immediate danger | 999 |
| Illegal content, to the police | 101 (Action Fraud for financial crime) |
| Suspected child sexual abuse imagery | https://report.iwf.org.uk/ |