Complaints Policy

Mehind Limited is committed to handling all complaints in a fair, respectful, and timely manner. This Complaints Policy outlines how individuals can report dissatisfaction related to the Escorts.Help Platform, services, moderation actions, or the conduct of other users or advertisers.

1. Scope of This Policy

This policy applies to complaints concerning:

Content hosted on our platform
Moderation decisions (e.g., account suspension, listing removal)
Customer service conduct or responsiveness
Potential breaches of our Terms of Service or Acceptable Use Policy
Discrimination, harassment, impersonation, or unlawful content

2. How to Submit a Complaint

Please email your complaint to [email protected] including:

Your full name and contact email
The date and time of the incident or issue
A clear description of the issue and how it occurred
Relevant URLs, profile IDs, or usernames involved
Any supporting screenshots or attachments (optional)

3. What Happens Next

Upon receipt of your complaint, we will:

Acknowledge your submission within 48 hours
Review the matter impartially and confidentially
Respond with an outcome or update within 10 working days

Complex issues may take longer, in which case we will update you with an expected timeline.

4. Possible Outcomes

Depending on the nature of your complaint, outcomes may include:

Removal or editing of offensive or non-compliant content
Restoration of wrongly suspended accounts or listings
Disciplinary action against a user or staff member
Referral to the police, ICO, or relevant authority if a legal breach is involved

5. Appeals Process

If you disagree with the outcome of a complaint, you may request an internal review within 7 days of the decision by replying to the original case email. Your complaint will then be escalated to a senior manager or our compliance officer.

6. Legal and Regulatory Compliance

Mehind Limited complies with the Consumer Rights Act 2015, the UK GDPR, and industry guidance on complaints handling. Data shared during a complaint will be handled confidentially and may be retained for up to 12 months for legal and audit purposes under our Data Retention Policy.

7. Misuse of Complaint Channels

Abusive, vexatious, or malicious complaints—especially those that target protected characteristics or seek to harass our team—may result in account suspension under our Acceptable Use Policy and be reported under the Malicious Communications Act 1988 or Protection from Harassment Act 1997.

8. Contact

Complaints Department – Mehind Limited
One Park Drive, Park Drive
London, E14 9GG, United Kingdom
Email: [email protected]