Complaints Policy

Complaints Policy

  1. Introduction

    If you use the Platform, this Complaints Policy constitutes part of your agreement with us. Nothing in this policy overrides the Terms of Service.

    While Subs is committed to promptly resolving, in good faith, all reports, complaints and appeals, you recognise that Subs has statutory obligations to protect Users and these override our commitment to treat Users fairly.

  2. Interpretation

    Unless specifically defined in this Policy, the meanings given to words defined in the Terms of Service have the same meanings in this Policy.

  3. Complaints about content takedowns

    Requests for review of our decisions to remove User Content can be sent to [email protected] with a written description of the basis for the request. There is a Content Removal Policy that governs this and that nothing in this policy overrides the Content Removal Policy.

  4. Complaints about copyright infringement

    Complaints regarding copyright infringement must be submitted to our dmca team via email, and we will respond to copyright infringement complaints. Please send all Notices of Claimed Infringement to [email protected].

  5. Complaints about anything else

    To make a complaint about anything else please email [email protected]. Please include your name, contact details and any relevant URL(s) of the content involved in the complaint.

  6. How we respond to complaints

    1. Every complaint will be allocated a reference number so that complaints can be located easily, and all follow up communications should reference this number so the complaint can be easily identified.
    2. We will take steps that we deem necessary to address your complaint within a timescale commensurate with its nature and severity.
    3. We strive to investigate and respond to your complaint within seven (7) business days and provide clear guidelines to prevent issues from recurring, unless there is a serious risk of harm or illegal activity where we will strive to respond to the complaint within 72 hours.
    4. If we ascertain that the Content or User in question is in violation of our Terms of Service, we will determine the appropriate remedy and take the necessary action.Any content deemed to be illegal will be removed immediately.
    5. We are not obligated to inform you of the outcome of your complaint.

  7. Unjustified or abusive complaints

    If you use Subs you warrant that you will not abuse this complaints process by making unjustified or bad faith complaints. By making a complaint, you confirm that you believe that the information you have provided is accurate and complete.

  8. Regulatory complaints: Subs is regulated by Ofcom in relation to the content of the Platform and the Information Commissioner's Office in the United Kingdom in relation to personal data / privacy.

    You have the right to make a complaint to either regulator at any time. We would, however, appreciate the chance to deal with your concerns before you take that step so please contact us in the first instance.

  9. Breach of contract claims under the Online Safety Act: Users in the United Kingdom are entitled to bring a breach of contract claim against us, including where we breach our Terms of Service in how we (i) take down or restrict access to your Content; or (ii) suspend or ban you from using Subs.

  10. Your statutory rights: These provisions do not affect your statutory rights.