Write to the editors
The address is [email protected], and it reaches the three people who produce the site. We read everything that arrives. We answer as much of it as we can, and we are slower than we would like to be.
If you are sending a complaint
Give us the shape of the events before the feeling of them. We need the name used by the platform and the web address you actually visited, the dates things happened, the amounts and the payment method, how you were first contacted, and what was said when you asked for your money. Screenshots and emails help more than any description of them.
Tell us clearly what you want. Some readers want their account added to a file. Some want a document read by someone who is not involved. Some want to know what to do next. Those are different requests and we handle them differently.
We publish nothing that identifies you without your explicit agreement, and we do not pass your correspondence to the platform you are complaining about unless you ask us to.
If you are the platform
A right of reply is available to any operator covered here, without conditions and without payment. Send it from an address connected to the business, tell us which report it concerns, and say plainly which statements you dispute and what you say instead. Answers to our five standing questions about identity, authorisation, custody of client money, complaints handling and previous trading names are always welcome, and they are the fastest way to change what a report can say.
Replies are published next to the questions they answer, with the date of arrival. We do not edit their meaning. We will not remove a report on request, and we say so at the outset to save everyone a second letter.
If you are correcting us
Say which page, which sentence, and what the correct position is. A document beats an assertion. Corrections that change the substance of a report are published as corrections with a date, and the earlier claim is named rather than quietly deleted.