Complaint Handling Policy

Effective Date: 2026

Last Updated: 2026

This Complaint Handling Policy explains how Playflick™ Media .ltd may receive, review, prioritise, investigate, respond to, escalate, resolve, or close complaints relating to Playflick.com.

This policy applies to complaints about accounts, content, safety, privacy, billing, refunds, payments, creator monetisation, advertising, copyright, trademarks, impersonation, moderation, appeals, technical issues, external links, developer tools, platform availability, and other Playflick services.

This policy should be read together with our Terms of Service, Privacy Policy, Support page, Report Content & Abuse Policy, Moderation Policy, Appeals Policy, Refund Policy, Payments & Billing Terms, Copyright & Takedown Policy, Trademark Policy, Impersonation Policy, Child Safety Policy, Online Safety Policy, Account Recovery Policy, and Account Suspension & Termination Policy.

1. Who We Are

Operator: Playflick™ Media .ltd

Website: https://playflick.com

Business Address:
41 Norman Avenue
London
N22 5ES
United Kingdom

Complaint Contact Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

2. Purpose of This Policy

Playflick aims to handle complaints fairly, consistently, and proportionately.

This policy explains:

• What types of complaints Playflick may review
• How to submit a complaint
• What information to include
• How Playflick may prioritise complaints
• What outcomes may be available
• When complaints may be refused, limited, or closed
• How complaint records may be retained

3. Types of Complaints

You may contact Playflick about complaints involving:

• Content on Playflick
• Comments or user behaviour
• Creator channels or profiles
• Child-safety concerns
• Harassment, abuse, threats, or hate speech
• Scams, phishing, malware, or fake support
• Copyright or trademark issues
• Impersonation or fake accounts
• Privacy concerns or personal data requests
• Billing, refunds, payments, or wallet credits
• Subscriptions or paid content access
• Creator monetisation or payout issues
• Advertising or promoted content
• Account recovery or security issues
• Suspensions, restrictions, or terminations
• Technical issues or platform availability
• API or developer access concerns

4. Complaints That Have a Separate Process

Some complaints may need to follow a specific Playflick policy or process.

For example:

• Copyright complaints: Follow our Copyright & Takedown Policy.
• Trademark complaints: Follow our Trademark Policy.
• Privacy rights requests: Follow our Privacy Rights Request page.
• Appeals: Follow our Appeals Policy.
• Refund requests: Follow our Refund Policy and Refund Request Help Page.
• Account recovery: Follow our Account Recovery Policy.
• Security vulnerabilities: Follow our Security Policy & Responsible Disclosure.
• Law enforcement requests: Follow our Law Enforcement Request Policy.

If you submit a complaint through the wrong route, Playflick may redirect, reclassify, or ask you to use the correct process.

5. How to Submit a Complaint

You can submit a complaint by contacting Playflick:

Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

Please provide clear and accurate information so Playflick can understand and review your complaint.

6. Complaint Template

7. Information You Should Include

Depending on the complaint, useful information may include:

• Your account email
• Your username or channel name
• The relevant content, account, profile, ad, comment, or transaction URL
• The date and time of the issue
• A clear description of the problem
• Any screenshots, timestamps, receipts, or supporting evidence
• Whether the issue involves a child, safety risk, payment, legal issue, or urgent harm
• What outcome you are requesting

Do not send passwords, full payment card numbers, bank passwords, login codes, or unnecessary sensitive information.

8. Urgent Safety Complaints

Playflick may prioritise complaints involving urgent safety risks.

Urgent safety complaints may include:

• Immediate risk of harm
• Threats of violence
• Child-safety concerns
• Grooming or exploitation concerns
• Non-consensual intimate content
• Live harm or dangerous livestreams
• Malware, phishing, or account compromise
• Serious fraud or scams

If someone is in immediate danger, contact emergency services or local law enforcement first. In the United Kingdom, call 999 in an emergency.

9. Child-Safety Complaints

Complaints involving children or young people may receive urgent review.

This includes complaints about:

• Child sexual abuse material
• Sexual content involving minors
• Grooming
• Child exploitation
• Content that sexualises minors
• Unsafe contact with children
• Private information about children
• Children shown in unsafe, humiliating, or vulnerable situations

Serious child-safety complaints may result in immediate content removal, account action, evidence preservation, and reporting to relevant authorities where appropriate or required.

10. Content and Community Complaints

Playflick may review complaints about videos, shorts, livestreams, movies, trailers, thumbnails, comments, profiles, usernames, descriptions, tags, links, and community behaviour.

Possible outcomes may include:

• No action
• Content warning or label
• Age restriction
• Reduced visibility
• Comment removal
• Content removal
• Livestream restriction
• Account warning
• Account restriction, suspension, or termination

11. Billing and Payment Complaints

Playflick may review complaints about payments, refunds, subscriptions, wallet credits, paid content, rentals, advertising spend, creator payouts, duplicate charges, unauthorised payments, or chargebacks.

Billing complaints should include:

• The account email
• The payment date
• The amount and currency
• The payment method, without full card details
• The transaction, invoice, or receipt reference where available
• A clear explanation of the issue

Refund eligibility is handled under our Refund Policy and related payment terms.

12. Creator and Monetisation Complaints

Creators may submit complaints about monetisation, revenue share, paid content, subscriptions, creator analytics, payout holds, tax information, invalid traffic, or creator account restrictions.

Playflick may review:

• Creator eligibility
• Policy compliance
• Rights ownership
• Payment and payout records
• Tax or verification information
• Refunds and chargebacks
• Invalid traffic or fake engagement signals
• Account security or ownership concerns

13. Advertising Complaints

Playflick may review complaints about ads, promoted content, advertiser accounts, campaign charges, unsafe landing pages, misleading ads, prohibited products, fake endorsements, or sponsored content disclosures.

Advertising complaints should include:

• The ad URL or screenshot where available
• The advertiser or account involved, if known
• The reason for the complaint
• Any landing page or external link involved
• Any supporting evidence

14. Privacy Complaints

Playflick may review complaints about personal data, account data, cookies, privacy settings, data deletion, access requests, correction requests, objection requests, or consent withdrawal.

Privacy complaints may require identity verification before Playflick can respond.

More information is available in our Privacy Policy and Privacy Rights Request page.

15. Rights Complaints

Complaints involving copyright, trademark, impersonation, privacy, publicity rights, or ownership disputes may need supporting evidence.

Playflick may request:

• Proof of ownership or authority
• Relevant URLs
• Trademark details
• Copyright information
• Official website or business information
• Explanation of the rights issue
• Good-faith statements or legal declarations where required by the relevant process

16. How Playflick Reviews Complaints

Playflick may review complaints using available information, user reports, account records, content records, moderation history, payment records, technical logs, safety signals, rights notices, and other relevant evidence.

Playflick may use:

• Manual review
• Automated tools
• Security systems
• Payment-provider records
• Third-party service information
• Rights-holder submissions
• Lawful requests from authorities

17. Complaint Prioritisation

Playflick may prioritise complaints based on urgency, severity, risk, legal requirements, available evidence, and potential harm.

Higher priority may be given to complaints involving:

• Child safety
• Immediate physical danger
• Threats of violence
• Account compromise
• Malware or phishing
• Non-consensual intimate content
• Serious fraud or payment abuse
• Legal or regulator requests

18. Response Times

Playflick aims to respond to complaints within a reasonable time.

Response times may depend on:

• The type of complaint
• The urgency of the issue
• Whether additional information is required
• Whether identity or authority verification is required
• Whether third-party providers are involved
• Whether legal, safety, payment, or rights review is needed
• Whether the complaint is incomplete, unclear, repetitive, or abusive

19. Possible Complaint Outcomes

Depending on the complaint, Playflick may:

• Take no action
• Provide information or guidance
• Request more information
• Correct an error
• Remove or restrict content
• Apply an age restriction or warning
• Reduce visibility
• Restrict a profile, channel, ad, or link
• Issue an account warning
• Suspend or terminate an account
• Approve or refuse a refund
• Place a payment or payout hold
• Escalate to legal, safety, billing, or security review
• Preserve evidence where appropriate
• Report serious issues where appropriate or required

20. Complaints That May Be Refused or Closed

Playflick may refuse, limit, or close complaints where:

• The complaint is abusive, threatening, or harassing
• The complaint is knowingly false or misleading
• The complaint lacks enough information to review
• The complaint is repetitive or excessive
• The issue has already been reviewed and decided
• The complaint is outside Playflick’s control
• The complaint seeks private information about another user
• The complaint tries to misuse Playflick’s reporting or support systems
• The complaint should be handled through a specific legal, copyright, privacy, or appeal process

21. Abusive or False Complaints

Users must not abuse complaint, report, appeal, copyright, privacy, legal, billing, or support processes.

Abuse may include:

• False reports
• Fake copyright claims
• Fake impersonation claims
• Harassing another user through repeated complaints
• Submitting forged evidence
• Threatening Playflick staff or users
• Using complaints to suppress criticism, commentary, or competition
• Submitting repeated complaints after a final decision without new information

Abusive complaints may result in account restrictions, suspension, termination, or legal action where appropriate.

22. Confidentiality and Privacy

Playflick may not be able to share all details about a complaint, investigation, moderation decision, account action, legal request, security matter, or other user’s account.

Information may be limited to protect:

• User privacy
• Child safety
• Victims or vulnerable users
• Security systems
• Fraud prevention
• Legal compliance
• Confidential investigations
• Other users’ rights

23. Escalation

Playflick may escalate complaints internally where needed.

Complaints may be escalated to:

• Safety review
• Legal review
• Privacy review
• Security review
• Billing or payment review
• Creator monetisation review
• Advertising review
• Technical support review
• Law enforcement or regulator handling where appropriate

24. Appeals After a Complaint Decision

Some complaint outcomes may be appealable under our Appeals Policy.

Appeals may be available for certain content removals, account restrictions, monetisation decisions, or moderation decisions.

Normal support outcomes, ranking changes, policy disagreements, or repeated complaints without new evidence may not always be eligible for appeal.

25. Complaint Records and Evidence Preservation

Playflick may retain complaint records, support messages, reports, evidence, screenshots, timestamps, moderation decisions, appeals, payment records, legal notices, and related communications.

Complaint records may be retained for:

• Safety
• Legal compliance
• Fraud prevention
• Payment disputes
• Copyright or rights disputes
• Account security
• Moderation consistency
• Appeals
• Platform integrity

More information is available in our Data Retention Policy and Evidence Preservation Policy.

26. Changes to This Policy

We may update this Complaint Handling Policy from time to time.

Changes may reflect new support processes, legal requirements, safety practices, billing tools, creator tools, advertising systems, reporting features, appeal processes, or platform updates.

Your continued use of Playflick after changes become effective means you agree to the updated policy.

27. Contact Us

For complaints, support concerns, billing issues, safety reports, privacy questions, rights complaints, moderation concerns, or policy enquiries, contact:

Playflick™ Media .ltd
41 Norman Avenue
London
N22 5ES
United Kingdom

Complaint Contact Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us
Website: https://playflick.com

28. Footer Notice

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Playflick™ is a trademark of Playflick™ Media .ltd.