C13 — Complaints Policy
| Field | Value |
| Document ID | C13 |
| Version | 0.1.0 |
| Status | Draft for UK legal review |
| Classification | Public |
| Document owner | Legal / Compliance |
| Effective date | [Effective Date] |
| Review date | [Effective Date] + 12 months |
| Related documents | B01; B02–B10; C01; C05; C06; C09; C10; A01 |
Xila Ltd — Complaints Policy
Version 0.1.0 — Draft for UK legal review
Effective date: [Effective Date]
This Policy explains how to make a complaint about Xila Ltd ("Xila", "we", "us", "our") or the Platform, how we handle complaints, expected timelines, and where you may escalate matters to regulators or other bodies.
It should be read with our [Terms of Service (B01)](/legal/terms) and the policies referenced below.
Contact: support@xila.com · https://www.xila.com
1. Purpose and scope
We aim to treat complaints fairly, investigate them properly and learn from them.
This Policy covers complaints about:
- Xila's operation of the Platform;
- customer support and service quality;
- billing or subscription issues relating to fees paid to Xila;
- privacy and data protection practices;
- accessibility barriers;
- marketing communications from Xila;
- content moderation and enforcement processes (subject to the appeals route in section 5);
- online safety reporting handling, where you are dissatisfied with our response.
1.1 What this Policy does not cover
This Policy does not replace:
- User-to-user disputes — for example, buyer–seller disagreements, recruitment disputes, rental disagreements or event refunds between Users. Those should be addressed between the parties, using Platform tools where available, and under the relevant feature terms (B04–B10). We may provide limited assistance but are not generally a party to those contracts.
- Illegal content reports — use our [Online Safety and Content Reporting Policy (C05)](C05-online-safety-and-content-reporting-policy.md) for urgent safety reports.
- Formal data subject rights requests — use the process in our [Privacy Policy (C01)](/legal/privacy).
2. Who can complain
Anyone affected by Xila's services may use this Policy, including:
- registered Users and Authorised Users;
- Business Account owners;
- Visitors who have interacted with our support or public services;
- parents or guardians contacting us about underage use (see [Children's and Age-Appropriate Use Policy (C11)](C11-childrens-and-age-appropriate-use-policy.md)).
3. How to submit a complaint
3.1 Contact channels
Email (preferred): support@xila.com
Subject line: "Complaint" — include a short description (for example, "Complaint — billing", "Complaint — moderation")
Post:
Xila Ltd
Suite E, Ground Floor, Profile West
950 Great West Road
Brentford
United Kingdom TW8 9ES
3.2 Information to include
To help us investigate quickly, provide:
1. your full name and contact email;
2. your username or Account email (if applicable);
3. a clear description of what went wrong;
4. dates and times of relevant events;
5. reference numbers, screenshots or correspondence;
6. what outcome you are seeking;
7. any prior contact with our support team.
We may request further information. Failure to respond may delay resolution.
4. Complaints process — stages
We handle complaints in up to three stages.
Stage 1 — Frontline support
Your complaint is logged and reviewed by our support team.
We aim to:
- acknowledge your complaint within 5 business days;
- investigate and provide a substantive response within 20 business days for standard complaints.
Simple issues (for example, mistaken charges or access errors) may be resolved faster.
Stage 2 — Internal escalation
If you are not satisfied with the Stage 1 response, reply to the same email thread with "Escalation requested" within 30 days of the Stage 1 outcome.
A supervisor or specialist team member will review:
- the original complaint;
- the Stage 1 response;
- any new information you provide.
We aim to provide an escalated response within 20 business days of receiving your escalation request.
Stage 3 — Final response
If you remain dissatisfied after Stage 2, you may request a final review by emailing support@xila.com with "Final complaint review" within 30 days of the Stage 2 outcome.
A designated complaints lead (or equivalent role) will consider whether:
- our processes were followed;
- the outcome was reasonable in the circumstances;
- any further remedy is appropriate within our authority.
We aim to issue a final response within 20 business days. This concludes our internal complaints procedure for Platform matters, without prejudice to your legal rights or regulator complaints.
5. Moderation complaints and appeals
If your complaint relates to content removal, suspension, termination or other moderation action, you should first use the appeals process in our [Content Moderation and Appeals Policy (C06)](C06-content-moderation-and-appeals-policy.md).
Appeals are designed for disputing specific enforcement decisions. If you remain dissatisfied after an appeal outcome, you may raise a complaint under this Policy at Stage 1, referencing your appeal reference.
We will not normally reopen fully adjudicated appeal decisions except where new material information emerges or we identify a procedural error.
6. Complaints by topic
| Topic | Primary route | Notes |
| Billing / Xila subscriptions | This Policy | See also [Subscription and Payment Terms (B03)](/legal/payments) |
| Privacy / personal data | Privacy Policy rights process; then this Policy if unresolved | See [Privacy Policy (C01)](/legal/privacy) |
| Marketing emails / SMS | Unsubscribe first; then this Policy | See [Marketing Communications Policy (C10)](C10-marketing-communications-policy.md) |
| Accessibility | Report barrier; then this Policy | See [Accessibility Statement (C09)](C09-accessibility-statement.md) |
| Safety / illegal content | C05 reporting route first | Urgent harm — contact emergency services |
| Security vulnerabilities | security@xila.com | See [Vulnerability Disclosure Policy (C12)](C12-vulnerability-disclosure-policy.md) |
| IP infringement notices | legal@xila.com | See [Copyright and IP Policy (C07)](C07-copyright-and-intellectual-property-policy.md) |
7. Timelines summary
| Step | Good-faith aim |
| Acknowledgement (Stage 1) | 5 business days |
| Substantive response (Stage 1) | 20 business days |
| Escalated response (Stage 2) | 20 business days from escalation request |
| Final response (Stage 3) | 20 business days from final review request |
Complex complaints (law enforcement holds, fraud investigations, multi-Account abuse) may take longer. We will tell you if we need more time.
8. Remedies
Depending on the complaint, remedies may include:
- explanation and apology;
- correction of Account or billing errors;
- restoration of access where enforcement was mistaken;
- partial refunds or credits for Xila fees where appropriate and permitted by payment terms;
- process improvements and staff training;
- referral to specialist teams (privacy, safety, accessibility).
We cannot guarantee every complaint will result in the outcome you want. We will explain our reasoning.
9. Regulatory and external escalation
If you are unhappy after our final response, you may have rights to contact regulators or pursue legal remedies.
9.1 Data protection — ICO
For complaints about how we handle personal data, you may contact the Information Commissioner's Office (ICO):
- Website: https://ico.org.uk
- Helpline and complaint forms are published on the ICO website
We encourage you to contact us first so we can try to resolve privacy concerns.
9.2 Online safety — Ofcom
Xila is subject to evolving duties under the Online Safety Act 2023 where applicable. Ofcom is the UK regulator for online safety.
If your complaint concerns how we handled illegal content, child safety or other online safety matters under our duties, you may wish to contact Ofcom where you have rights to do so under applicable rules and guidance.
Important: Regulatory routes and Ofcom complaint mechanisms may depend on Xila's service classification, applicable codes and whether Ofcom has designated complaint schemes for your issue. This Policy does not represent that Ofcom will investigate every individual complaint about Xila, or that all Platform issues fall within Ofcom's remit.
We are committed to engaging constructively with regulators on lawful requests and systemic concerns.
9.3 Consumer disputes
UK Consumers retain statutory rights under the Consumer Rights Act 2015 and related law. Nothing in this Policy limits those rights.
We are not obliged to use a particular alternative dispute resolution (ADR) provider unless required by law. See section 18.6 of the [Terms of Service (B01)](/legal/terms).
You may bring court proceedings in accordance with the governing law and jurisdiction clauses in the Terms.
10. Business Users
Business Users may have additional contractual escalation paths in Business or feature terms. This Policy still applies to complaints about Xila's direct services to the business.
Business Users are responsible for handling their own customer complaints about goods or services they provide.
11. Records
We keep records of complaints and outcomes for quality assurance, regulatory accountability and training, in line with our [Privacy Policy (C01)](/legal/privacy) and internal retention schedules.
12. Who we are
| Detail | Information |
| Legal name | Xila Ltd |
| Company number | 16799300 |
| Registered office | Suite E, Ground Floor, Profile West, 950 Great West Road, Brentford, United Kingdom TW8 9ES |
| Website | https://www.xila.com |
| Complaints | support@xila.com |
13. Changes
We may update this Policy to reflect operational or legal changes. Material updates will be notified as described in the Terms.
Change history
| Version | Date | Summary |
| 0.1.0 | 2026-07-15 | Initial Complaints Policy draft for UK legal review |