Contact & Complaints Procedure

1. Contact Details

You can reach the FriendShaping team at the following addresses:

• General enquiries: hello@friendshaping.com
• Privacy & data requests: privacy@friendshaping.com
• Moderation appeals: appeals@friendshaping.com
• Safety & urgent reports: safety@friendshaping.com

We aim to respond to all emails within 3 business days. Urgent safety concerns are prioritised and handled within 24 hours.

2. How to Submit a Complaint

If you have a complaint about the platform, a member's behaviour, or a moderation decision, please follow these steps:

1. Contact us first: email the appropriate address above with a clear description of your complaint, your username, and any relevant evidence (screenshots, URLs).
2. We acknowledge: you will receive an acknowledgement within 2 business days confirming your complaint has been received.
3. We investigate: we aim to complete our investigation and send you a substantive response within 10 business days. Complex cases may take longer; we will keep you informed.
4. Resolution: we will explain the outcome and any action taken. Where possible, we will explain our reasoning.

3. Complaint Categories

We handle the following types of complaint:

• Member conduct: harassment, inappropriate messages, or unsafe behaviour by another member.
• Content: posts or profiles that violate our Moderation Policy.
• Moderation decisions: if you believe an action taken against your account was unfair (see also our Moderation Policy §6 on appeals).
• Privacy concerns: how your personal data is handled — see our Privacy Policy.
• Platform issues: technical problems, bugs, or accessibility barriers.

4. Urgent Safety Issues

If you or someone else is in immediate danger, contact the Dutch emergency services first:

• Emergency: 112
• Non-emergency police: 0900-8844
• Victim Support Netherlands: 0900-0101
• Veilig Thuis (domestic abuse/child safety): 0800-2000

Then notify us at safety@friendshaping.com so we can take appropriate action on the platform.

5. Escalation

If you are not satisfied with our response to your complaint, you may escalate to:

• Dutch Data Protection Authority (Autoriteit Persoonsgegevens) for privacy complaints: autoriteitpersoonsgegevens.nl
• ACM ConsuWijzer for consumer-related complaints: consuwijzer.nl
• The competent Dutch court for legal disputes.

6. Confidentiality

All complaints are treated with discretion. We will not disclose your identity to any person you have complained about unless required to do so by law or with your explicit consent.