Media·Source

Complaints

Complaints and Takedown Policy

How to raise a concern about content, conduct or a MediaSource decision, and how we respond.

Draft — legal review required

This page is provided as a working draft. It has not been reviewed by a solicitor. You must obtain professional legal advice before relying on it in production.

Last reviewed: July 2026

Scope

This policy covers complaints about user-submitted content, moderation decisions, journalist requests, expert profiles, company press rooms and messages sent through the platform.

Types of complaint

  • Accuracy or fairness — see Corrections Policy.
  • Defamation — false statements of fact damaging to reputation.
  • Copyright or trademark infringement — includes stock images and logos used without a licence.
  • Data protection — content that contains your personal data without a lawful basis.
  • Financial promotions — content that appears to breach FCA financial promotion rules.
  • Harassment, discrimination or abuse.
  • Impersonation or fake profiles.
  • Illegal content under UK law.

How to submit a complaint

  1. Email complaints@mediasource.uk with the subject line "Complaint".
  2. Include a link to the affected content or profile, a description of the issue, and any evidence.
  3. State your relationship to the content (subject, rights-holder, reader, regulator).
  4. Give a preferred outcome (correction, removal, response).

How we handle complaints

  • We acknowledge complaints within two working days.
  • Straightforward complaints are resolved within ten working days.
  • Legal or complex complaints may take longer; we will keep you updated.
  • Complaints raising apparent unlawful content are triaged for urgent action.

Possible outcomes

  • No action, with reasons.
  • Correction, update or annotation of the content.
  • Temporary withholding of the content pending investigation.
  • Permanent removal, with a stub page at the URL.
  • Warning, suspension or termination of the responsible account.
  • Referral to regulators or law enforcement where appropriate.

Appeals

A user whose content or account is actioned may appeal in writing to appeals@mediasource.uk within 14 days. Appeals are reviewed by a MediaSource staff member not involved in the original decision.

Emergency takedown

For content that presents an immediate risk of serious harm, contact urgent@mediasource.uk. We aim to review such requests within a few hours during UK working hours.