Legal
Draft — not yet in forceHow to complain about anything else, and what happens to a complaint once it arrives.
What follows is the agreed structure of this document, not the document itself. The binding wording is being drafted and reviewed by a qualified lawyer, and it replaces this outline before the site opens to the public. Nothing on this page creates or limits any obligation.
We publish the outline rather than a placeholder because you are entitled to know what a policy will cover before you can read it, and because a page of convincing-looking text that no lawyer has seen is worse than an empty one: there would be no way to tell the two apart.
Each heading below becomes a numbered section of the final text.
What this route covers and, just as importantly, what belongs in a specialised route instead. Content removal, privacy requests and copyright notices each have their own document and their own timeline.
The channel, the information that makes a complaint actionable, and the commitment to acknowledge receipt rather than leaving a message in silence.
Initial handling, escalation to someone who was not involved in the original decision, and a final written response that closes the matter on our side.
A committed response time at each stage, and what happens when one is missed. A stage without a deadline is a stage a complaint can sit in indefinitely.
Where to take the matter if the final response is unsatisfactory, named specifically rather than left as a general suggestion to seek advice.
One channel, and it is a real inbox. There is no support chat widget, no ticket portal and no social media account for this site — by decision, not by omission, so there is exactly one place a message can arrive and one place it can be answered from.
Please put the name of this document in the subject line. Formal notices should follow the specific requirements set out in the relevant policy once it is published.
These are not adapted from a template pack. Several of the clauses only make sense here: no payment is ever taken on this domain, passwords are entered only on account pages, and all visual material is generated rather than photographed. Each of those facts changes the document that describes it, and a generic template would state the opposite.
The thirteen documents are marked as launch blockers in the project’s own route map, which means the site is not considered releasable while any of them is still an outline. The review covers United States federal requirements and state privacy law, and the set is written independently of the sibling site rather than copied across.
Twelve more documents, all at the same stage.