How to Make a Complaint to a Platform
Step-by-step guidance on using a platform's complaint process effectively — what to include, realistic timelines, and what to do if you are ignored.
Under the Online Safety Act, all regulated platforms must have an accessible complaints mechanism. Knowing how to use it properly — and what to do if the platform fails to respond adequately — is an important practical skill for parents, young people, and professionals. This guide walks through the process in a practical way.
Before you complain: preserve the evidence
Before you use a platform's report or complaint tool, take screenshots of the content and note the URL where possible. Screenshots should capture: the content itself, the username or profile of the person who posted it, the date and time of posting, and any response you have already received from the platform. On mobile, screenshot before reporting because some report flows remove the content from your view before the process is complete. Store screenshots in a folder with the date in the title.
Key takeaway: Screenshot everything before you start the complaint process — content may disappear or be removed during it.
Using the platform's in-app report tool
Every major platform has a report tool, usually accessible by pressing and holding on a post (mobile) or clicking the three dots or flag icon (desktop). Select the most accurate category — 'harassment', 'sexual content involving minors', 'self-harm promotion', and so on. Be specific. In the free-text field, describe exactly why you are reporting and who is affected. If the content involves a child, state this clearly. Mention any prior reports you have made about the same content or account that were not acted upon.
Key takeaway: Be as specific as possible about the category and the harm — vague reports are harder for platforms to prioritise.
What to include in a formal complaint
For a formal complaint (rather than an in-app report), write to the platform's Trust and Safety team or legal team. Include: a clear description of the content and where it appears; screenshots or links; who the complaint is on behalf of (you, your child, a pupil); what action you are requesting (removal, account suspension); and a reference number from any prior in-app reports. Many major platforms have a dedicated form for legal and formal complaints, separate from the standard in-app report flow.
Key takeaway: A formal written complaint to a Trust and Safety team carries more weight than an anonymous in-app flag.
Realistic timelines
In-app reports for clearly illegal content (such as CSAM) are typically reviewed within 24-72 hours by major platforms. Reports for other harmful content may take longer — often one to two weeks for a substantive response. If a platform acknowledges your report and closes it without explanation, you can reply or submit a new complaint referencing the original. Platforms are legally required to explain why they did or did not remove content in response to a complaint.
Key takeaway: Legal content removal may take time — follow up if you receive no substantive response within two weeks.
If you are ignored or the response is inadequate
If a platform fails to respond or gives an inadequate response to a complaint about illegal content or content harmful to a child, you have several escalation options. You can submit intelligence to Ofcom (who use it to inform enforcement). For illegal content, you can report directly to the police or to specialist bodies such as the Internet Watch Foundation (for CSAM) or CEOP. If the platform is a Category 1 service, you will eventually have access to an Ofcom-approved alternative dispute resolution (ADR) body once that scheme is launched.
Key takeaway: Ofcom, the police, IWF, and CEOP are all escalation routes if a platform fails to respond appropriately.
What the Act does
Requires all regulated platforms to have accessible complaints mechanisms.
Obliges platforms to explain their decisions when content is or is not removed following a complaint.
Provides for an Ofcom-approved ADR scheme for complaints about Category 1 platforms.
What the Act does not do
Understanding the limits of the Act helps you set realistic expectations when using complaint and reporting processes.
Guarantee that all reported content is removed — platforms retain editorial discretion for legal content.
Give individual complainants the right to take platforms to court under the Act.
Require platforms to respond within a fixed statutory timeframe for all complaint types.
Practical steps
Screenshot all content and note URLs before you start the complaint process.
Use the most specific report category available in the in-app report tool.
Follow up with a formal written complaint to the platform's Trust and Safety team if the in-app report is not resolved.
Keep a log with the date, your complaint reference number, and every response you receive.
If you receive no response within two weeks on illegal content, escalate to Ofcom, IWF, or CEOP as appropriate.
Frequently asked questions
What if I don't know which complaint category to select?
Choose the closest available option. If there is a free-text field, describe the content clearly — do not just select a category and leave it blank. If you are unsure whether content is illegal or harmful, describe it accurately and let the platform's Trust and Safety team make the legal assessment.
Will the person I am reporting know that I reported them?
No. In-app reports are confidential. The person you report is not told who flagged their content. If you make a formal legal complaint that requires disclosure of your identity — for example, in legal proceedings — that is a different process, and you would be informed.
Sources and further reading
Related guides
Last reviewed: 19 April 2026
This is practical educational content to support families. For case-specific concerns about a child's safety, contact the NSPCC helpline on 0808 800 5000 or your local safeguarding team.
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