Complaints Policy

Anything to do with Keyhold: a charge or a refund, content you think breaks our rules or the law, how another member is treating you, a decision we made about your account or your content, or the service not working. You do not need an account to complain.

• Content or a member’s behaviour: use the report button on the profile or message, or email [email protected]. To ask for something showing you to be taken down, see our Content Removal & Appeals Policy.
• Anything involving a child, or someone in danger: email [email protected]. These go to the front of the queue.
• Billing: email [email protected]. Our Refund Policy explains cancellations and refunds.
• Anything else: email [email protected] or use the contact form.

Tell us what happened, when, and which account, page, or charge it concerns. Links or usernames help us find it quickly. Please don’t send intimate images as evidence; a link or username is enough.

• We reply within 2 business days to confirm we have your complaint.
• We review it and tell you the outcome within 7 business days. If we need longer, we tell you why and when to expect an answer.
• A complaint that content is illegal or was shared without consent is reviewed within 7 business days, and content involving a minor, or shared without the consent of someone shown in it, is taken down as soon as we see it.
• We keep a record of every complaint and what we did about it.

Reply to our answer and say so. We will look at it again, with a different member of the team where one is available, and give you a final answer within 7 business days. For a charge, you can also contact the bank that issued your card.