User Complaints Handling Policy

User Complaints Handling Policy

BY USING OUR WEBSITE YOU AGREE TO THIS POLICY – PLEASE READ IT CAREFULLY

 

1. Introduction

This Policy forms part of your agreement with ALLin Fans Ltd. We are committed to handling complaints fairly, transparently, and in accordance with applicable laws.

By making a complaint, you confirm that the information you have provided is accurate and complete to the best of your knowledge.

This Policy explains how we handle complaints relating to:

  • How we enforce our [Terms of Service].

  • Content on ALLin Fans that may be illegal or in breach of our [Terms of Service].

  • Compliance with applicable laws.

This Policy does not cover:

  • Appeals against content or account moderation decisions (see our [Appeals Policy]).

  • Copyright infringement complaints (see our [Copyright & IP Policy]).

 

2. Contact Information

ALLin Fans is operated by ALLin Fans Ltd, a company registered in England and Wales.

Registered Office:
ALLin Fans Ltd
xxxxx Road
London, 
United Kingdom

Email: [email protected]

 

3. Complaints About Content Moderation Decisions

We moderate Content in line with our [Terms of Service].

  • If you wish to complain about the removal of Content, the deactivation of your account, or a final warning issued to you, you must submit a Deactivation Appeal Form via our [Appeals Policy] process.

  • Appeals against moderation actions relating to alleged illegal activity are also handled under the [Appeals Policy].

 

4. Complaints About Copyright Infringement

Complaints about suspected copyright or intellectual property infringement must be made according to our Copyright & IP Policy, which is compliant with the DMCA and EU Directive 2001/29/EC.

 

5. How to Make a Complaint (General Process)

You can make a complaint using any of the following methods:

  1. Contact Form – Select the reason for your complaint from the dropdown menu and explain the issue in the message field.

  2. Report Function – Available directly on the relevant Content page.

  3. Email – Send your complaint to [email protected].

  4. Postal Mail – Write to our registered office address above.

Important:

  • Include as much detail as possible (including URLs, screenshots, timestamps).

  • If a complaint is missing essential information, we may not be able to properly review it.

 

6. How We Review Complaints

When reviewing a complaint:

  • We will assess all relevant information and documents you provide.

  • We may request additional information from you or third parties.

  • We will review your complaint in good faith, within any legally applicable time limits.

  • If the Content is found to be in material breach of our [Terms of Service], it will be removed.

  • You will be notified of the outcome and any actions taken.

  • If we determine that the Content does not breach our rules, you may appeal via the [Appeals Policy].

 

7. Abuse of the Complaints Process

We do not tolerate complaints made in bad faith or intended to harass or harm others.

  • Submitting false, malicious, or unfounded complaints may lead to suspension or termination of your account.

 

8. EU/EEA Consumer Mediation Services

If you are in the EEA, you may seek dispute resolution through the European Online Dispute Resolution (ODR) platform:
https://ec.europa.eu/consumers/odr

Participation in alternative dispute resolution is voluntary unless otherwise required by law.

 

9. Regulatory Complaints (EU Digital Services Act)

If you are in the EEA and believe there has been a breach of the EU Digital Services Act (DSA) while using ALLin Fans, you may:

  • File a complaint to your national Digital Services Coordinator; or

  • Report to us under this Policy and, if needed, appeal under our [Appeals Policy].

 

10. Breach of Contract Claims (UK Online Safety Act)

Users in the UK may bring a breach of contract claim against us where:

  • We take down or restrict access to your Content; or

  • We suspend or ban you from using ALLin Fans in violation of our [Terms of Service].

 

11. Your Statutory Rights

Nothing in this Policy affects your statutory rights under applicable consumer protection laws.

 

Last Updated: August 2025