Complaints Procedure

Effective: 13 July 2026

Email [email protected] with what happened, the outcome sought and relevant dates or references. Tell us if the complaint concerns privacy, accessibility, an order, membership or moderation. Do not send unnecessary sensitive documents.

1. We aim to acknowledge within five working days.
2. An appropriate person investigates and normally provides a substantive response within 20 working days. We will explain material delay.
3. You may request a review within 20 working days. Where practicable, a different authorised person performs it.
4. The review response explains the outcome and any available external route.

Privacy complaints may also be made to the ICO. Consumer disputes retain statutory and court rights. Complaints are handled confidentially on a need-to-know basis, retained normally for three years after closure, and used in aggregate to improve services. Raising a genuine complaint will not disadvantage a member.