COMPLAINTS POLICY
  1. Introduction: This document set out our complaints policy. If you are a User of ReelMe, this Complaints Policy forms part of your agreement with us.
  2. Who we are and how to contact us: ReelMe is operated by Reel Me Limited. We are a limited company registered in England and Wales, with company registration number 13811807 and we have our registered office address at Ebenezer House, Ryecroft, Newcastle Under Lyme, Staffordshire, ST5 2BE.
  3. Interpretation: In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use for all Users. In addition, the term "business days" means any day which is not a Saturday, Sunday or public holiday in England.
  4. Who can use this Complaints Policy? Whether or not you are a User of ReelMe, you can use this Complaints Policy to alert us to any complaint which you have relating to ReelMe.
  5. How to make a complaint: If you have a complaint about ReelMe (including any complaint about Content appearing on ReelMe or the conduct of a User), please send your complaint to complaint@reelme.com including your name, address, contact details, a description of your complaint and, if your complaint relates to Content, the URL for the Content to which your complaint relates.
    If you are unable to contact us by email, please write to us at the following address: Ebenezer House, Ryecroft, Newcastle Under Lyme, Staffordshire, ST5 2BE
  6. How we will deal with complaints of illegal or non-consensual Content: Following receipt of your complaint of illegal or non-consensual Content under section 5 above:
  • we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint. While the content in question is investigated, ReelMe will unpublished it until a final decision has been arrived at;
  • if we require further information or documents from you, we will contact you to let you know;
  • we will in good faith investigate your complaint within seven (7) business days;
  • if we are satisfied that the Content is unlawful or non- consensual, we will immediately and permanently remove such Content, and we will notify you of our decision by email or other electronic message;
  • if we are satisfied that the Content is not unlawful or non- consensual, we will reinstate the content and notify you of our decision by email or other electronic message.
           Any dispute regarding our determination that Content is non- consensual will be submitted by us to a neutral arbitration association at our expense.

        7. How we will deal with other complaints: Following receipt of other complaints (including complaints related to other breaches of our Acceptable Use Policy):
  • we will take such steps as we consider to be appropriate to investigate your complaint within a timescale which is appropriate to the nature of your complaint;
  • if we require further information or documents from you, we will contact you to let you know;
  • we will in good faith take such actions as we consider appropriate to deal with the issue which your complaint has raised. If you have complained about Content which appears on Reel Me and we are satisfied that the Content otherwise breaches our Acceptable Use Policy, we will act quickly to remove such Content;
  • we are not obligated to inform you of the outcome of your complaint.
        8. Unjustified or abusive complaints: If you are a User of Reel Me, you warrant (which means you make a legally enforceable promise) that you will not make any complaint under this Complaints Policy which is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this warranty, we may suspend or terminate your User account.

Last updated: January 2022