Complaints

Complaints

At TalkLife, we take all complaints seriously. We are committed to providing a safe, supportive environment for everyone and ensuring that concerns are handled fairly, promptly, and transparently.

If you have experienced or witnessed something that you would like to raise with us, you can use the information below to submit a complaint.

If your complaint relates to inappropriate content or user behaviour on the platform, please use the in-app reporting tools. Reports made in-app go directly to our Trust & Safety Team and allow us to review and take action more quickly. Details on how to report content in app can be found here.

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If you are unable to use the in-app reporting tools or your complaint relates to another issue, you can contact us by email as set out below.

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Reporting inappropriate content or users

How to make a complaint

You can contact us directly by email at : support@talklife.co

When making a complaint, please include:

• A clear description of your concern.

• Any relevant details (such as links, screenshots, or usernames).

• Whether you are reporting on behalf of yourself or someone else.
   

We will confirm receipt of your complaint and explain what will happen next.

Examples of concerns you can raise

You can contact us about any concern - examples include:

• Content that may be illegal.

• Harmful or unsafe content, including material that may affect children.

• Concerns around proactive technology or automated tools.

• Breaches of our Terms of Service.

• Bullying, harassment, or abuse.

• Issues with moderation, reporting, or appeals.

Before you submit a complaint

When you submit a complaint, we may need to share limited information about the complaint itself (for example, if the other user appeals our decision).

We will never share your personal details with the person you are complaining about.

If any information from the complaint needs to be shared, we will make this clear to you before you submit it.

Our complaints process

You can choose to opt out of receiving further updates by letting us know at any time.

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• Acknowledgement – We will aim to confirm that we have received your complaint within 48 hours.

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• Review – We will investigate your complaint fairly and in line with our Terms of Service and policies. We will also keep you updated on the progress of your complaint.

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• Outcome – We will let you know when your complaint has been reviewed and whether it has resulted in action. Please note that we do not share details of specific actions taken against other users.

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• Right to Appeal – In certain cases, you may have the right to appeal our decision or seek further action.

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You can choose to opt out of receiving further updates by letting us know at any time.

Age assessment appeals

In certain regions, we are required by law to carry out age assessments to help keep young people safe across our platforms.

• If you believe an age assessment has been made incorrectly, you can submit an appeal through our complaints process.

• We will handle these appeals fairly and as quickly as possible, taking into account accuracy and user safety.

• We monitor our performance in dealing with these appeals to ensure timeliness and consistency.