all of you, by design
Complaints Policy & Procedure
Binder Community Limited · No. 17058768
1. Types of complaint and how to complain
• Data protection (how we handle your data): in-app ‘Data Complaint’ channel (LIVE) or the email below — see the Data Protection Complaints Procedure (annex).
• Safety / harmful content / another user: in-app report & block (LIVE); or the published safety contact.
• A moderation decision affecting you:in-app request for human review (see section 3); a dedicated tracked appeal queue is being built — interim is human review by our team.
• General / account / billing: the email below.
Data protection complaints — how to raise and what to include. You can raise a data-protection complaint through the in-app ‘Data Complaint’ channel (which routes to our Data Protection Officer), by email, or by post to the Data Protection Officer, Binder Community Limited, 15 Montpelier Vale, London SE3 0TA. Please include your account email, a description of the concern, and the outcome you are seeking; you do not need to use any special form or legal language. We aim to acknowledge a data-protection complaint within 30 days of receipt and to provide a substantive response without undue delay.
2. How we handle complaints
We acknowledge complaints promptly and tell you who is handling it. We aim to acknowledge a data-protection complaint within 30 days and to provide a substantive response without undue delay.
• Data-protection complaints: substantive response within one month, extendable for complex cases (we will tell you).
• Safety complaints: prioritised and actioned swiftly; serious/illegal matters escalated immediately (see the Content Moderation Policy and OSA duties).
• We explain our decision and how to escalate if you remain dissatisfied.
3. Moderation-decision appeals (human review)
Where we remove your content or restrict your account, you can ask for human review, put your view, and contest the decision. A trained person who did not make the original automated flag reviews it (the Article 22 safeguard; consistent with the Content Moderation Policy and ToS clause 10). A dedicated, tracked appeal route is being built; in the interim, appeals are handled by our team.
4. Escalation
Data-protection complaints can be escalated to the ICO (ico.org.uk; 0303 123 1113); we generally ask you to complain to us first.
5. Recording and review
We log all complaints, outcomes and timescales, monitor trends to improve the service and safety, and review this policy regularly.