Complaint ProcessHow to submit a complaint on this forum:Use the “Report” Button: This is the primary and most efficient method for reporting content or users. The “Report” button is located on each post, private message, or user profile.
When reporting, you must:
Provide a detailed reason for your report. Specify the nature of the issue, clearly indicating whether you believe the content or behaviour is illegal under the UK's Online Safety Act (OSA), harmful (and if so, to whom), or a violation of our community guidelines as outlined in our
Terms and Policies.
Reference specific OSA provisions, Ofcom guidance (including the Codes of Practice), or sections of our community guidelines where possible. This will assist us in assessing the complaint. Use Ofcom’s published resources to help identify the relevant provisions.
Indicate the urgency of the matter if you believe it involves an imminent threat to life or serious illegal activity.
Email: You may send an email to webmaster@trixology.com. Use this method only when the “Report” button is not applicable or when you need to provide extensive documentation.
We will prioritise complaints that involve potential violations of the UK's on-line safety act (OSA), especially those related to priority offences or serious harm, and align with the measures outlined in Ofcom’s Codes of Practice.
Information to Include in Your Complaint:
When submitting a complaint, please provide as much of the following information as possible:
Link: A direct link to the specific content (post, message, profile) you are reporting.
Username: The username of the user who posted the content or exhibited the behaviour.
Description: A clear and detailed description of the content or behaviour you are reporting. Explain why you believe it is illegal under the OSA, harmful (and to whom), or a violation of our community guidelines. Be specific about the type of illegal or harmful content you are reporting (e.g., CSAM, terrorist content, content promoting self-harm, hate speech). Reference specific sections of the OSA, Ofcom’s guidance (including their codes of practice), or our community guidelines where applicable.
Evidence: Provide screenshots or other supporting evidence, if possible and relevant.
Your Details (Optional): Your username and email address (if you wish to receive updates). Providing contact information helps us to follow up if we need more information. However, we understand if you wish to remain anonymous. Note that anonymous reports may be more difficult to fully investigate.
Urgency: If you believe the matter involves an imminent threat to life or serious illegal activity, clearly state this in your report and mark it as “URGENT.”
Complaint Handling:Acknowledgment: Due to extremely limited resources, we cannot guarantee acknowledgment of all complaints. We will prioritise acknowledging complaints that appear to involve serious illegal content, particularly “priority offences” under the OSA, or content that poses an immediate threat to a user’s safety.
Initial Assessment: A moderator will review the complaint to determine:
Whether the reported content or behaviour falls within the scope of this procedure and whether the complaint aligns with the recommended measures in Ofcom’s Codes of Practice, especially regarding reporting and complaint procedures. (ICU D1 to ICU D14).
The urgency and severity of the issue, prioritising illegal content, content harmful to children, and content posing an immediate threat. We will use Ofcom’s guidance to help us assess the severity of the reported content.
Whether the complaint provides sufficient information for our limited investigation.
Whether the complaint relates to a potential breach of our Terms of Service by another user or by us.
Investigation: Our investigation will be strictly limited to reviewing the reported content, the user’s recent activity on the forum, and any evidence provided. We do not have dedicated investigative resources, legal expertise, or advanced technical tools. We will primarily rely on the information provided in the complaint and our own limited observations. We may not be able to conduct in-depth investigations in all cases.
Decision and Action: Based on the investigation, our moderators will decide on the appropriate action within their capacity. Possible actions include:
No Action:
- If the content/behaviour does not violate UK law, our community guidelines, or pose a significant risk of harm based on our assessment.
If we lack the capacity or expertise to make a definitive determination within a reasonable timeframe.
If the complaint is deemed to be vexatious or without merit.
Warning: Issuing a formal warning to the user responsible for the content or behaviour.
Content Removal: Removing or editing the reported content if it violates our guidelines or is deemed illegal under the OSA.
Account Suspension: Temporarily or permanently suspending the user’s account, particularly in cases of repeated or serious violations.
Reporting to Authorities: Reporting content or activity to the appropriate authorities (e.g., police, NCA, CEOP, IWF) if we believe it to be illegal under the OSA, particularly in cases of CSAM, terrorist content, or content posing an imminent threat to life or safety. We will prioritise reporting the most serious illegal content as required by law and our ethical obligations, and we will follow Ofcom’s guidance on reporting to authorities.
Communication:We will only be able to inform you of the outcome of your complaint if:
You provided contact information.
The outcome directly affects you (e.g., you were the target of harassment).
We have the resources to do so.
We will not disclose specific actions taken against other users due to privacy concerns, resource constraints, and potential legal implications.
Appeals: If you disagree with the outcome of your complaint regarding content moderation, you can appeal by contacting the forum Admin. Appeals will only be considered in exceptional circumstances, and only if the appeal is made about content that we have taken a decision on (i.e., it is not an appeal made in relation to a complaint about our alleged failure to uphold our terms of service), and when resources permit. Appeals are not available for complaints regarding our alleged failure to uphold our terms of service.
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