We aim for the highest standards in all areas of the Forum but we recognise that sometimes things go wrong.
As a forum user your feedback is important to us as it helps us improve the forum for all of our users and helps keep the community safe from harmful content.
This complaints policy is only for the Forum. If you would like to give feedback about any other aspect of what Breast Cancer Now, please see our main complaints policy.
How to get in touch
If you’re unhappy with something on our Forum or want to make a complaint contact moderator@breastcancernow.org.
When you get in touch, please let us know:
- The reason for your complaint, including as much information as possible
- Or if you believe there is suspected illegal content on the forum
- Where and when you had your experience on the forum
- Include screen shots if possible
- The username(s) of anyone involved (if known)
- What outcome you’re hoping for
- Your contact details (name, username, and email) so we can get back to you
If your complaint is about our content moderation
If you did not follow our forum guidelines and your post was edited or removed, or as a user you have been banned from the forum and you want to complain about this, we will instead follow our Appeals process for content moderation process – see below.
What happens when you make a complaint?
We’ll fully investigate your concerns and get back to you as soon as possible. This can take up to 10 working days but it is usually much quicker.
We record all complaints we receive to monitor feedback and help us learn for the future. In our response, we’ll provide you with information on any changes we might make in response to your complaint.
If you’re unhappy with our response, please let us know. We’ll refer it to a more senior member of staff and get back to you within another 15 working days.
Taking your complaint outside Breast Cancer Now
If you still have concerns, you can take your complaint to:
- The Charity Commission, if you feel we have broken the law or there’s a serious risk of harm to us or our beneficiaries
- The Information Commissioner’s Office, if you’re unhappy with how we use or look after your information
- The Nursing and Midwifery Council, if you feel a nurse could put patients at risk or damage the public’s confidence in nursing
- Ofcom – if you feel our forum is not compliant with the Online Safety Act
As well as listening to your feedback, it’s important we hold ourselves accountable. If we believe we might have broken these regulators’ guidelines, we may self report this to the relevant organisation. Where we do so, and it’s relevant to your complaint, we’ll keep you updated on the outcome.
Appeals process for content moderation
We work hard to maintain a respectful and supportive environment on our peer-to-peer support forum. Occasionally our moderation team may edit or remove posts that we feel violate our community guidelines. If you believe your post was unfairly edited or removed, or if you were banned from the forum, you have the right to appeal the decision.
How to submit an appeal
- Submit your appeal within 14 days of our moderation action
- Provide necessary details
When submitting your appeal, include the following information:
- Your username
- The date of the moderation action
- A copy of your original post (if available)
- The reason you believe the moderation action was incorrect
- Any relevant context or supporting evidence
- Send us your appeal to moderator@breastcancernow.org
Appeal review process
Once we receive your appeal:
- Our moderation team will review the appeal within 14 days.
- We may contact you if we need more information.
- After reviewing the appeal, we’ll let you know our decision.
Possible outcomes
- Reinstatement: If we determine that your post was unfairly or mistakenly removed or edited, we will restore it. If we determine that your account was unfairly or mistakenly removed, we will reinstate it.
- Modification: If a violation is confirmed but a revision is possible, we may suggest an alternative version of your post that aligns with our community guidelines.
- Upholding the moderation decision: If the original moderation action is deemed appropriate, the post will remain edited or removed, or your account will remain banned.
All appeal decisions are final.