Complaints

How to complain, what happens next, and where to go if you are not happy with our answer.

Last updated: 7 November 2026.

The short version

  • Tell us what went wrong by email or through the contact form. You do not need special wording.
  • We confirm receipt within 2 working days and aim to give you a full answer within 14 days. For complex cases we will update you, and we always answer within 30 days.
  • If you are still unhappy, you can ask for a review. After that you can go to the ICO (data protection), Citizens Advice and Trading Standards (consumer problems) or Ofcom (online safety).

1. What you can complain about

  • Our service, plans and billing: for example a tool not working as described, a charge you don't recognise, or a refund.
  • Your personal data: how we collect, use, share or protect it, or how we handled a request to access, correct or delete it.
  • Content and moderation: content you think is illegal or harmful (please use our Report Content page first); how we handled your report; a decision to remove or restrict your content or account (an appeal); or how we are meeting our duties under the UK Online Safety Act, such as our reporting system or our terms.
  • Accessibility: a barrier that stopped you using the site.
  • Anything else about how we have treated you.

2. How to complain

  • Online: use our contact form. Choose "Your data" for data protection complaints, "Billing" for payment problems, or "Other" for everything else, and start your message with "COMPLAINT:". To report illegal or harmful content, use our report form instead.
  • Email: steve@thepromptindex.com with "Complaint" in the subject.
  • Post: Steve Smith, trading as The Prompt Index, Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom.
  • Appeals about content or account decisions: you can also simply reply to the email telling you about the decision.

Please tell us your name, the email address on your account (if you have one), what happened and when, any page addresses (URLs) or payment details that help us find it (never your full card number), and what you would like us to do. If you need us to communicate in a different way because of a disability, tell us and we will make reasonable adjustments (see our Accessibility Statement). Someone else can complain for you if you give them your permission.

3. What happens next

Our complaint timescales
StepTimescale
We confirm we have received your complaintWithin 2 working days (and never later than 30 days, the legal maximum for data protection complaints)
We investigate: look at our records, ask you questions if needed, and decide what to doWithout undue delay
We send you our full answer, what we have done and whyAim: within 14 days. Complex cases: we update you at least every 14 days and answer within 30 days
Appeals against content or account decisionsDecided by a person, aim within 14 days
Urgent safety issues (for example intimate image abuse)See the faster times on our Report Content page

If we find we made a mistake, we will put it right. That could mean restoring content, correcting or deleting data, a refund, or changing how we do things. We keep a record of complaints and their outcomes for 6 years so that we can learn from them and show regulators how we handle them.

4. If you are not happy with our answer

Reply to our answer and ask for a review. Steve Smith, the owner, will look at the whole complaint again and reply within 14 days. Because we are a one-person business, the review is done by the same person. We will look at it afresh and take into account anything new you tell us.

5. Taking it further

Data protection complaints

You have the right to complain to the UK data protection regulator, the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint, telephone 0303 123 1113. The ICO usually expects you to complain to us first and give us the chance to respond. If you live in the EU, you can also complain to the data protection authority in your country. Our Privacy Policy explains your data rights.

Consumer complaints

  • England and Wales: Citizens Advice consumer helpline, 0808 223 1133. They can pass complaints on to Trading Standards.
  • Scotland: Advice Direct Scotland, 0808 164 6000.
  • Northern Ireland: Consumerline, 0300 123 6262.
  • EU: your national consumer authority or consumer centre. (The EU's Online Dispute Resolution platform closed on 20 July 2025.)
  • Alternative dispute resolution (ADR): we do not currently commit to using an ADR provider. If you have been through our complaints process (including a review) and we cannot settle your complaint, our final reply will tell you in writing (by email or letter) that we cannot settle it, give you the name and website of a certified ADR body that would be competent to deal with it, and tell you whether we are willing to use that body. This is what the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 require. You do not have to use ADR, and you can always go to court. Our Terms explain which courts.

Online safety complaints

Ofcom regulates online safety in the UK. Ofcom does not decide individual complaints about content, but you can tell Ofcom if you think we are not meeting our online safety duties: ofcom.org.uk. If you are in the EU, you can contact the Digital Services Coordinator in your country. EU users can also take a dispute about one of our content moderation decisions (for example removing your content or restricting your account, or refusing to act on your report) to a certified out-of-court dispute settlement body under Article 21 of the Digital Services Act. Your Digital Services Coordinator publishes the list. We will engage with that body in good faith; its decision is not binding on either of us, and you can still go to court.

Payment disputes

If you paid by card, you may also be able to ask your card issuer for a chargeback. Please contact us first, because we can usually fix billing problems more quickly.

Last updated 7 November 2026