Complaints Procedure

If something has gone wrong on Paper Boat, we want to know about it. This page explains how to raise a complaint, what happens after you do, and what to do if you are not satisfied with our response.

What You Can Complain About

You can use this procedure to complain about:

Content or behaviour — another user's content or conduct that you believe violates our Terms of Service (for example, harassment, abusive messages, or inappropriate images)
Moderation decisions — if your account has been suspended and you believe this was incorrect, or if you reported another user and disagree with the outcome
How your data is handled — if you believe Paper Boat has mishandled your personal data or not honoured your data subject rights
How a previous complaint was handled — if you made a complaint and are not satisfied with our response

How to Complain

You can submit a complaint using the form below, or by emailing [email protected] directly.

You do not need to use formal language. Just explain the situation as clearly as you can.

What Happens Next

Step 1 — Acknowledgement (within 2 working days)

We will acknowledge your complaint within 2 working days of receiving it. We will confirm that we have received it and give you an expected timeframe for a response.

Step 2 — Investigation (within 14 days)

We will review your complaint and investigate as appropriate. This may include:

Reviewing account records and any relevant content
Reviewing any prior moderation decisions related to your complaint
Contacting you for further information if needed

We aim to provide a full response within 14 days. In complex cases, we may need longer — if so, we will tell you and keep you updated.

Step 3 — Decision

We will send you a written response explaining:

What we found
What decision we have made
What action (if any) we are taking
Why

Step 4 — Appeal

If you are not satisfied with our response, you can ask us to review the decision. Email [email protected] with the subject line "Complaint Review" and explain why you believe our decision was wrong. A review will be carried out by the director of Paper Boating Ltd and a final response provided within 14 days.

Automated Decisions

If your account has been automatically suspended as a result of a report, you have the right to request human review of that decision. We carry out human admin review of every automated suspension — but if you believe your suspension has not been reviewed, or you disagree with the outcome, contact us at [email protected] and we will review it personally.

Data Protection Complaints

If your complaint relates to how we have handled your personal data, you can also raise it directly with the Information Commissioner's Office (ICO):

Website: ico.org.uk
Phone: 0303 123 1113
Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

You do not need to complain to us first before going to the ICO, but we would appreciate the opportunity to put things right if something has gone wrong.

Our Commitment

We take complaints seriously. If something has gone wrong, we want to fix it. If we have made a mistake, we will say so.