Legal
Complaints
How to raise a concern and what happens next.
Last updated 17 September 2026
Draft for review. This is a working scaffold. FLEX must complete brand clearance and have these documents reviewed by a qualified legal adviser before launch (brief §11). Nothing here is legal advice.
If something's gone wrong, we want to know. We operate a clear complaints process for Studios, Professionals and members of the public.
How to complain
Email us via the contact page with the details — who or what your complaint concerns, dates, and what you'd like us to do. For safeguarding concerns, see safeguarding.
What happens next
- We acknowledge complaints promptly and set out the next steps.
- We may review, suspend or remove a profile, enquiry or account while we investigate.
- We aim to resolve complaints fairly and keep you informed of the outcome.
Escalation
If you're not satisfied with the outcome, you can ask for your complaint to be reviewed again. Where relevant, we'll signpost external bodies.