Complaints Procedure

Site: uksocials.club
Operator: CMP Technologies Ltd
Last updated: 30 April 2026
Version: 1.0

We want to hear from you when something goes wrong

This page explains how to raise a complaint with UK Socials, what we will do with it, and how long it should take.

There are different complaint routes depending on what’s wrong — but they all start with the same email address and we will route your complaint internally if you’ve sent it to the wrong place.

Most urgent: if a child or adult is in immediate danger, call 999 first.

What you can complain about

You can raise a complaint with us about any of the following.

How to raise a complaint

The simple route

Email info@uksocials.club with:
– Your username on UK Socials (so we can identify your account)
– A brief description of what’s gone wrong
– What you’d like to happen as the outcome
– Any evidence you have — screenshots, dates, message references

That’s enough. You don’t have to use a particular template. You don’t have to know the exact rule that’s been broken. You don’t have to use legal language.

By post

Write to:

CMP Technologies Ltd
Registered office address: being procured (contact info@uksocials.club for postal correspondence)
Reference: Complaint

Inside the platform

For complaints about another user’s content or behaviour, the Report button next to the content is usually the fastest route. The Report button is visible on every photo, video, message, profile field, comment, and review.

Reports are anonymous to the user being reported.

What happens next

1. We acknowledge

Within 5 working days of receiving your complaint we will:
– Acknowledge it in writing (by internal message and email)
– Tell you who is handling it
– Tell you what timeframe we expect to resolve it in

2. We investigate

What investigation looks like depends on the type of complaint. It might involve:
– Reviewing the reported content and the surrounding context
– Reviewing the reported user’s profile, recent messages, and activity history (only when a complaint has been filed — see Privacy Policy §5.1)
– Reviewing our internal moderation logs for prior actions
– Asking you for more information
– Asking the reported user for their side
– Checking platform records and payment records

We carry out the review fairly. The same admin doesn’t both make the original decision and review the appeal.

3. We decide and tell you what we did

Within 28 days of receiving your complaint, we will write back to you with:
– What we found
– What action we have taken (or why we have decided not to take action)
– What you can do next if you’re not satisfied with our decision

For complex cases where 28 days isn’t realistic, we will tell you within the first 28 days that we need longer, give you a revised timeframe, and explain why.

4. If you’re not satisfied with our response

You can ask us to escalate to a second internal review. A second admin (more senior than the first reviewer) will look again at:
– The original incident
– Our first response
– Anything new you’ve told us

We aim to respond to escalations within a further 14 days.

After two internal reviews, if we still can’t agree, you have the following routes outside UK Socials:

You don’t have to use our internal procedure first before going to a regulator — but it’s usually faster.

How we handle moderation appeals specifically

If we have moderated your content or restricted your account and you think we got it wrong:

1. Appeal in writing to info@uksocials.club within 30 days of the moderation action. Include the username, what was moderated, and why you think the decision was wrong.
2. We acknowledge within 5 working days as above.
3. A different admin from the one who took the action reviews the case. They look at: the content, the rule we said was breached, your appeal, your account history, and any context the original moderator might have missed.
4. We respond within 14 working days with one of:
   – Upheld — we agree with the original action; we explain why
   – Reversed — we got it wrong; the action is undone (content restored, account reinstated, warning removed)
   – Modified — partial reversal (e.g. account restored but content stays removed)
5. If reversed: any consequence we imposed (warning on file, lost access during a suspension) is fully removed. If you missed paid-for service while suspended, we credit the time back to your subscription.

We don’t penalise people for appealing. Appealing in good faith is your right.

How we handle privacy complaints specifically

If your complaint is about how we handle your personal data:

1. Send to info@uksocials.club with subject “Privacy complaint”.
2. Our Data Protection Lead will personally handle it.
3. Acknowledged within 3 working days.
4. Substantive response within 28 days (extendable to 3 months for complex requests, with notification within the first 28 days).
5. If you’re not happy, escalate to the ICO at https://ico.org.uk/concerns/ — you don’t need our permission first.

For Subject Access Requests, Erasure Requests, and other GDPR rights requests specifically, see the Privacy Policy §8.

Records we keep of complaints

We keep an internal log of:
– Every complaint received (anonymised summary if you’ve asked for confidentiality)
– The outcome
– Time taken to resolve

This is required for our Online Safety Act compliance, and it helps us spot patterns we should fix.

We don’t share complaint records publicly. We may share aggregate statistics with regulators who have the right to see them.

What we won’t do

• We won’t ban people from filing complaints
• We won’t refuse to acknowledge receipt of a complaint
• We won’t take longer than 28 days without explaining why and giving you a revised timeline
• We won’t penalise you for raising a concern in good faith
• We won’t treat anonymous complaints as inadmissible — though anonymous complaints are harder for us to act on because we can’t ask follow-up questions

When we will not act on a complaint

Sometimes a complaint is brought to us that we genuinely cannot or should not act on. The main cases:

• Complaints about another user’s lawful behaviour we don’t agree with. Disagreement isn’t grounds for moderation.
• Complaints about content from before the user joined UK Socials. We can’t action behaviour that happened on other platforms.
• Repeated complaints about the same incident that we have already adjudicated through our two-stage internal process. At that point, the external escalation routes above are the right path.
• Complaints that themselves break our Community Guidelines — e.g. a complaint that’s actually a campaign of harassment against another user.

In all these cases we will write back explaining what we won’t do and why, so you have it on the record.

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