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Home  Legal Complaints Procedure
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Saturday, 29 September 2007 |
Complaints Procedure
At FertilityFriends.co.uk we try to keep things fair for everyone. It's a difficult job when you're a fast growing site with thousands of pages of content built by a wide variety of people - but we still manage to get very few complaints. Although we are a moderated website we cannot catch everything immediately and are clear that the information on the site represents the opinions of the poster and is not endorsed by us.
Despite that, we've grown to the size where we feel that it's right to have a complaints procedure so that you know exactly what you need to do and exactly what we'll do.
Complaints Process
If you feel you have a genuine complaint then please follow the following guidelines :-
1. Contact a moderator or administrator to raise your concerns.
Please note : Our moderators and administrators are all volunteers and as such are not always available and depending on the rota may be away for a number of days - so feel free to bring up your request with another moderator if necessary. Please try to avoid dealing with more than two moderators.
2. Provide them with as much information as possible.
It is not their job to go chasing after information. For example, if somebody has said something that is false and you can demonstrate so, then provide us with the information that shows it. This will both speed up the process and help us arrive at the correct decision.
What constitutes a complaint?
Complaints can generally be classified into the following five categories: A poster has written this about me, A poster has written incorrect things about me, Copyright issues, My post was removed/edited by a moderator/administrator, Anything else
A poster has written this about me
Please contact the Moderator of the board or alternatively contact an Administrator but please bear in mind that FertilityFriends.co.uk does not get involved in personal grudge matches. Such on-going posts will be deleted.
Please also see below "A poster has written incorrect things about me".
A poster has written incorrect things about me
If you feel someone has written something about you that is not justified then send them a PM and discuss it in private.
If there is a very good reason why this can't be done. Moderators are listed on the forum index next to the board that they moderate. Please contact the Moderator of the board, if a Moderator is not listed then please contact an Administrator.
Copyright
Please contact the Moderator of the board on which the post has been made, or an Administrator if no Moderator is listed.
Please also provide us with original authors details and proof of copyright and we will take the necessary action. Temporary action is usually taken whilst the complaint is being resolved.
My post was removed/edited by a moderator/administrator
We try to avoid editing posts unless absolutely necessary. So, in general, the editing of your post was a considered and reasoned action that was based either on the forum rules or this complaint procedure. However, you're still welcome to complain to us if you want us to reconsider.
Please contact the Editor of your post in the first instance. If you wish to escalate this, please contact an Administrator.
Anything Else
Please contact an Administrator of the site.
Complaints will be judged on the basis of equity.
We aim to deal with complaints of any sort as quickly as practicably possible. In the more difficult of cases it can take up to a couple of days to finish this process. We may, at our discretion, choose to take temporary actions in the mean time.
Finally, your complaint will only be considered if it is genuine and all the previous steps outlined above have been followed and and one of the following is met
1. The moderator you are dealing with has given you permission to progress the complaint to this step if you are unhappy with it.
2. Your original complaint relates directly to a moderator AND there is good reason to believe that the decision in the first steps was biased. (i.e your complaint will not be considered if the moderator you reported it to chose to discuss the complaint in the staffroom and acted according to the majority opinion expressed within).
3. The complaint has real legal implications for the forum (idle threats are not enough. You will be expected to fully set out your case and supporting evidence)
Email an administrator. Your case will be discussed and a collective opinion formed by the website administrators. Whereas the moderator level decision may be quick, this process is very likely to take much longer. Again, we may take temporary action whilst the decision is being made. You will receive a PM/email detailing our decision and the reasons for it, and if appropriate what action is being taken
Finally.
For any other issues please contact us via our contact form on the home page and we will get back to you.
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