Complaints & Reports

1. What you can report

• illegal or prohibited items;
• unsafe, recalled or counterfeit products;
• fraud, scams, impersonation or stolen goods;
• harassment, threats, hate or privacy violations;
• misleading adverts or undeclared business selling;
• copyright or image-rights concerns;
• a data-protection request or complaint;
• a complaint about moderation or operation of the Service.

2. How to report

For a specific live advert, use the REPORT THIS LISTING button on that advert. It sends the advert ID and report details to the moderation queue.

For a service complaint, safety concern, moderation issue or anything that cannot be reported from a listing, email graffcraft@outlook.com.

When reporting, include the advert title or ID where relevant, the area, the reason for your concern, useful screenshots and whether there is an immediate safety risk. Do not send unnecessary identity documents or sensitive personal data.

3. Urgent and illegal content

For immediate danger, contact emergency services. Report suspected crime, fraud or unsafe products to the appropriate authority as well as to us. Reporting to Your Shop Local is not a substitute for contacting police, Action Fraud, Trading Standards, a payment provider or another competent authority.

4. What we will do

We will triage reports according to risk, preserve relevant evidence where appropriate, and may hide content while reviewing it. We may ask for more information, inform the affected user where lawful, restrict accounts, remove content, or refer a matter to authorities. We cannot guarantee a particular outcome or disclose confidential information about another user.

For each formal complaint we will keep an appropriate record of the date received, acknowledgement, relevant communications and evidence, enquiries made, outcome and actions taken. Complaint records are subject to the documented retention policy and must not be kept longer than necessary.

5. Complaints and review

A user affected by a moderation decision may request a review, explaining why the decision may be wrong and providing evidence. We will consider the information provided and the relevant Service rules, safety duties and evidence. Human review will be used for complaint decisions rather than relying only on an automated moderation result. Where proportionate and practicable, a review should not simply repeat the original decision without reconsidering the evidence.

The complainant will be told the outcome and, where appropriate, the main reason for it. Abusive, threatening or genuinely repetitive complaints may be managed proportionately, but this does not remove statutory data-protection rights.

6. Data-protection complaints

To complain about how Your Shop Local uses personal information, email graffcraft@outlook.com and state that it is a data-protection complaint.

We will acknowledge receipt within 30 days. We will take appropriate steps to investigate without undue delay, keep you informed without undue delay where the investigation continues, and tell you the outcome without undue delay. You also have the right to complain to the UK Information Commissioner's Office (ICO). The Privacy Policy and Your Data Rights page explain your data-protection rights.

7. Response handling

Urgent safety reports will be prioritised according to risk. For ordinary service and moderation complaints, we aim to acknowledge them within 3 working days where practicable and provide a substantive response within 10 working days where practicable. Complex cases may take longer.

Data-protection complaints are different: the legal acknowledgement deadline is within 30 days of receipt, and investigation, progress updates and the outcome must be handled without undue delay.

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