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Complaints

Complaints and Takedown Policy

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

Last reviewed July 2026

Draft

This page is a working draft.

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. Use our contact form and choose the "Correction or complaint" category.
  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 aim to acknowledge enquiries as soon as reasonably possible during normal UK 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 within 14 days via our contact form, using the subject "Appeal". Appeals are reviewed by a staff member not involved in the original decision.

Emergency takedown

For content that presents an immediate risk of serious harm, contact us via our contact form with the subject "Urgent takedown". We aim to review such requests within a few hours during UK working hours.