Grievance Redressal

What this channel is for

Complaints about a specific title, about content you believe is unlawful, about a takedown request, or about how a previous complaint was handled. Playback faults and billing questions go through Report a Problem instead — that queue is faster for issues we can simply fix.

What to include

A complaint is easier to act on when it identifies the material precisely:

• The title and specific episode, or the page address.
• What the issue is, in your own words.
• Whether you are the rights holder, a person appearing in the content, or a viewer.
• How we should reach you with the outcome.

Timelines

Complaints are acknowledged within 24 hours of receipt and resolved within 15 days, in line with the applicable intermediary rules. If a complaint needs longer — for example where rights have to be verified with a third party — we will tell you why before the 15 days are up.

Urgent categories

Reports of non-consensual material, of anyone appearing to be underage, or of content shared without the consent of a person depicted are treated as urgent. Material of this kind is removed while it is investigated, rather than after — the burden of delay should not sit with the person harmed.

Grievance Officer

A named Grievance Officer with a published address and contact route is required before this service launches publicly, and their details will appear in this section. Until launch, complaints should be sent through Report a Problem, which reaches the same team.

If you are not satisfied

You can ask for the decision to be reviewed by someone who was not involved in the original response. Escalation does not restart the 15-day clock; it runs from your original complaint.