inyourroots® Complaints Procedure

Email us atsupport@inyourroots.com.

To help us resolve things faster, include (if you can):

• Your name and the email linked to your account (if you have one).
• What happened and when.
• Any screenshots or links.
• What outcome you are hoping for.

If you are 16–17 and want a parent/carer/supporter copied in, tell us and we will follow your preference where we can.

We aim to:

1. Acknowledge your complaint within 2 working days so you know it has been received.
2. Provide a full response within 10 working days.

If a complaint is more complex and needs longer (for example, reviewing logs, speaking to a partner, or investigating a safety concern), we will explain what is happening and give a new expected date.

We will:

• Listen carefully and treat you with respect.
• Review relevant information (messages, reports, platform activity, or account notes).
• Speak to involved parties where appropriate.
• Decide what action is fair and proportionate.

Possible outcomes include:

• An explanation and/or apology.
• Fixing an issue or making a change.
• Updating content, guidance, or processes.
• Restricting features, removing content, or suspending an account (where safety or Terms require it).

If your complaint involves safety, grooming, harassment, threats, sexual content, exploitation, or risk of harm, we treat it as a safeguarding concern.

What this means:

• We may respond faster and prioritise immediate safety steps.
• We may limit or pause certain features while we investigate.
• We may need to share information if someone is at risk of serious harm or if required by law.

If you believe someone is in immediate danger, call 999 (UK) straight away.

If you feel your complaint has not been resolved, reply to our email and ask for an escalation.

We will:

• Arrange a second review by the founder/Safeguarding Lead (or another appropriate reviewer where available).
• Aim to respond to the escalation within 10 working days.

If you are still unhappy after our final response, you may wish to seek independent advice. For example, if your complaint relates to personal data, you can contact the UK Information Commissioner’s Office (ICO).

We keep a record of complaints so we can respond properly and improve the platform.

Records may include:

• Your contact details.
• A summary of what happened.
• Steps we took to investigate.
• The outcome and any actions we took.

We only keep complaint records for as long as needed, and handle them in line with ourPrivacy Policy.

If you need this procedure in a different format or need help making a complaint, emailsupport@inyourroots.com.

Tell us what would help (for example: simpler wording, extra time, or a different way to share information).