Complaints Procedure

How to complain

Email socialmuslims02@gmail.com with “Formal complaint” in the subject. Include your account email or phone, relevant profile/request/event/call/payment, dates, what happened, what you want reviewed and supporting information. Use in-product Report first for an active safety issue. Do not send illegal imagery by ordinary email.

What happens next

1. We record and acknowledge the complaint.
2. A person not solely responsible for the original decision reviews the relevant records.
3. Illegal-content, underage, immediate-safety, billing-cancellation and expiring-request concerns are triaged appropriately.
4. We explain the outcome and any available internal review. Complex cases may take longer, but we keep you informed.

What you may complain about

This procedure covers profile or moderation decisions, blocked/reported content, Meet access or expiry, call or event conduct, membership descriptions, event admission, cancellation/refunds, accessibility, data protection and support. It does not guarantee that another member responds, accepts, attends or chooses mutual interest.

Privacy, online safety and consumer routes

You may complain to the ICO at ico.org.uk/make-a-complaint or 0303 123 1113. Concerns about regulated online services may be reported to Ofcom. Citizens Advice consumer service can advise on consumer rights. Tell us if a PayPal, Apple, Stripe or card-provider dispute is already open.

If you remain dissatisfied

We will confirm when our internal procedure is exhausted. We are not currently a member of an ADR scheme and are not obliged to use one, but may agree a provider in writing for a particular dispute. Nothing affects mandatory consumer rights or your right to bring a claim in the courts of the part of the United Kingdom where you live.