all of you, by design
Complaints Policy & Procedure
Binder Community Limited · No. 17058768
Overview
Binder takes complaints seriously and aims to resolve them fairly and promptly. This policy covers all complaints — about how we handle personal data, about safety and content, about moderation decisions, and general complaints — and how we deal with them. Our Data Protection Complaints Procedure is the data-specific annex to this policy.
1. Types of complaint and how to complain
• Data protection (how we handle your data):use the in-app ‘Data Complaint’ channel or email us — see the Data Protection Complaints Procedure (annex).
• Safety, harmful content or another user: use the in-app report & block tools, or email us.
• A moderation decision affecting you: use the in-app appeal to request human review (see section 3).
• General, account or billing: email us.
2. How we handle complaints
• We acknowledge complaints promptly and tell you who is handling it.
• Data protection complaints: we aim to respond substantively within one month, extendable for complex cases (we will tell you if we need longer and why).
• Safety complaints: prioritised and actioned swiftly; serious or illegal matters are escalated immediately.
• 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 decision will review it.
4. Escalation
Data protection complaints can be escalated to the Information Commissioner’s Office (ICO): ico.org.uk; helpline 0303 123 1113. We generally ask you to complain to us first.
5. Recording, monitoring and review
We log all complaints, outcomes and timescales, monitor trends to improve the service and safety, and review this policy regularly.