Which decisions can be appealed
The case owner can appeal the most recent moderation decision on their own case:
- Complaint not published
- More information requested (updating and resubmitting is usually faster)
- A correction to a published case not approved
You can appeal within 30 days of the decision. Each decision can be appealed once, and only one appeal per case is under review at a time.
How to appeal
- Open the case page under My account and find “Appeal a moderation decision”.
- Explain why the decision was wrong and add any new information. Add documents to the evidence area of your case, not to the appeal text.
- Your appeal is visible only to you and the moderation team. The outcome and explanation arrive in your account and your chosen notification channel.
Who reviews the appeal
Where possible, the appeal is reviewed by a different moderator than the one who made the original decision. In a small team this is not always possible; when the same person reviews, that fact is explicitly recorded.
Each appeal decision is recorded with a reason code, the explanation shown to you and staff-only internal notes in separate fields.
Possible outcomes
- Decision upheld
- The original decision stands and the explanation is sent to you. Updating your case with more information and resubmitting may still be possible.
- Appeal accepted
- The case returns to moderation review. Acceptance does not mean the case is published automatically; it is decided again under the publication principles.
Response targets depend on team capacity and are not a legal commitment. An appeal does not replace any legal remedies you may have.
Corrections, withdrawal and reopening
You can correct a published account; the previously approved version stays public until the new version is reviewed.
If you want a case removed from public view, file a withdrawal request. Moderators decide on it; withdrawal does not mean the problem was resolved and does not delete every record.
If a problem continues after you marked a case resolved, you can reopen it. The earlier outcome is not deleted; a new stage is added to the timeline. You can change your satisfaction rating once within 30 days.
Corrections for brands and third parties
If something on a brand identity card is wrong, or you believe a case contains your personal data, tell us through the routes on the contact page. Verified representatives can add their side through official replies; they cannot change or delete the complaint text.