1. PURPOSE
YOURZ accepts complaints about the service and uses them to identify problems, review decisions and improve safety.
2. WHAT YOU CAN COMPLAIN ABOUT
Complaints may concern:
- creator or account activity;
- payments or supporter issues;
- privacy;
- safety;
- illegal or prohibited activity;
- verification;
- refunds;
- moderation or enforcement decisions;
- suspension or restriction;
- other YOURZ services.
3. HOW TO COMPLAIN
Use the Complaints form available on yourz.co.uk.
Provide enough information for YOURZ to identify and investigate the issue, including relevant account, transaction, report or complaint references where available.
Do not submit unnecessary identity documents, payment-card details or other highly sensitive information through the general complaints form.
4. ACKNOWLEDGEMENT AND RESPONSE TARGETS
YOURZ aims to acknowledge complaints within 2 working days.
YOURZ aims to provide a substantive response within 14 days.
These are service targets rather than guarantees.
Complex safety, payment, fraud, verification or legal matters may take longer.
Where more time is reasonably required, YOURZ will seek to keep the complainant informed where appropriate.
5. URGENT SAFETY MATTERS
Reports involving suspected child exploitation, trafficking, immediate danger or other serious safeguarding concerns may be prioritised outside the ordinary timetable.
YOURZ's complaints process is not a substitute for contacting emergency services where someone is in immediate danger.
6. POSSIBLE OUTCOMES
Possible outcomes include:
- no action;
- further investigation;
- correction;
- refund review where appropriate;
- warning;
- required changes;
- account or payment restriction;
- reverification;
- suspension or removal;
- specialist, legal or safeguarding review where appropriate.
7. SECOND REVIEW
If a complainant disagrees with an outcome, they may request a second internal review where appropriate.
Where practicable, that review should consider the matter afresh rather than merely repeat the original decision.
8. PRIVACY COMPLAINTS
Data-protection concerns may also be raised using:
Individuals retain the right to complain to the Information Commissioner's Office where applicable.
9. RECORDS
YOURZ maintains proportionate records of complaints, decisions and actions for accountability, safety, dispute handling and legal/compliance purposes.