Complaints Policy

At Heems, we are committed to providing a safe, transparent, and supportive platform for all users. We take all complaints seriously and have established a clear process for reporting and resolving concerns.

Step 1: Initial Reporting

• Any concerns or complaints relating to discrimination, unfair treatment, or exclusion should be raised through Heems' appropriate reporting channels.
• For safeguarding concerns involving immediate risk of harm, users should contact emergency services first.

Step 2: Review and Investigation

• Heems will review all reported concerns promptly and impartially.
• The review will be conducted in accordance with applicable legislation and internal procedures.

Step 3: Resolution and Action

• Where appropriate, Heems will take action to address breaches of policy.
• This may include the restriction or removal of access to the platform for the individuals involved.

Step 4: External Escalation (Privacy only)

• If a complaint relates specifically to personal data handling and remains unresolved, individuals have the right to lodge a complaint with the Information Commissioner's Office (ICO).

You can get in touch with our team directly via [email protected] or use the secure reporting form below.