Complaints and appeals
How to report content, complain about something we did or didn’t do, or appeal a decision. You don’t need a Splentra account.
Report content
If you see something in Splentra that is illegal or breaks our rules, report it:
- in the app, use Report on the expense, payment, group or invitation;
- on the web, use our report form; or
- email hello@splentra.app.
We never tell the person you report who reported them.
Make a complaint
You can complain to us about:
- content in Splentra;
- a decision we made, such as removing content, a warning, or restricting or closing an account;
- a report you made that we did not act on;
- Splentra not meeting its online safety duties.
Email hello@splentra.app with the subject “Complaint”. Tell us what happened and, if it is about a report or decision, roughly when. Every complaint is read and considered.
Appeal a decision
If we removed your content or restricted or closed your account, you can appeal. Email hello@splentra.app from the email address of your Splentra account, with the subject “Appeal”, and tell us why you think the decision was wrong. We look at the decision again against our Terms. If the appeal succeeds, we restore the content where it still exists, and the account where it was restricted in error.
How long it usually takes
These are our targets, not guarantees:
| We acknowledge a report or complaint | within 2 business days |
|---|---|
| We decide on a report or complaint | within 7 days |
| Urgent safety matters | as a priority, the same day we review them |
| We decide on an appeal | within 14 days |
When we act on a report, we tell the person affected what we did and why, and how to appeal — unless that would put someone at risk or harm an investigation. We also tell the person who reported it what happened.
If someone is in danger
- If someone is in immediate danger, contact your local emergency services first.
- To report child sexual abuse images or videos you have found online, use the Internet Watch Foundation: report.iwf.org.uk.
- In the UK, if a child is at risk of sexual abuse or exploitation, contact CEOP (ceop.police.uk) or the police.
Contact points
- Users and anyone affected by content in Splentra, including the single point of contact for recipients of the service under the EU Digital Services Act: hello@splentra.app.
- Authorities — EU Member State authorities, the European Commission and the European Board for Digital Services, and UK regulators: hello@splentra.app.
- Languages: English.
- Every message is read by a person; nothing is answered automatically.
More about how we handle reports: Terms, section 8 · Privacy Policy, section 7.