Legal
Complaints
If something has gone wrong, we want to hear about it and put it right. Here's how to complain and what to expect.
Last updated
The short version
- Email us; no account needed.
- We acknowledge every complaint within 2 business days and resolve it within 7.
- Anything that may be illegal or non-consensual is acted on immediately.
On this page
What you can complain about
Anything about Sinfully: the service, a charge, a decision we made about your account or your content, something you saw, how we handled a report or your data, or how we treated you. You don't need an account to complain.
Illegal or non-consensual content
This comes first
Complaints about content that may be illegal or non-consensual, or that may show a real person or someone under 18, are acted on immediately, not on the timetable below. Send them to [email protected], or see Content removal.
How to complain
Email [email protected] with “Complaint” in the subject, and tell us:
- the email address on your account, if you have one;
- what happened, and when;
- what you'd like us to do to put it right.
For a charge or a refund you can write to [email protected], and for your data to [email protected]. Every address reaches a person, and complaints are handled the same way whichever one you use.
What happens next
- We acknowledge it within 2 business days, and tell you who's handling it.
- We look into it, and may ask you for more details.
- We resolve it within 7 business days, and email you what we found, what we've done and why. If a complaint is complex and we need longer, we'll tell you why and when to expect an answer.
If you're not happy with our answer
Reply to our answer and ask for the complaint to be escalated. A senior member of the team who wasn't involved will review it and give you our final answer within 7 business days.
If you're still not satisfied, you can:
- for a payment, contact your card issuer or the payment processor named on your statement;
- for your data, complain to the Information Commissioner's Office (ico.org.uk) in the UK, or the data protection authority in your country;
- seek advice from a consumer body such as Citizens Advice (UK) or the European Consumer Centre in your country.
Using our complaints procedure doesn't affect your legal rights.
How we learn from complaints
We keep a record of every complaint and report, what we did and how long it took, and review them every month to find and fix what caused them.
Want to complain?
Email [email protected] and a person will reply.