Effective date: 14 July 2026 · Last reviewed: 11 July 2026
This policy explains how to report content, users, listings, reviews and offers on LifeLearn (a trading name of Spodge Ltd), and how to complain — including about our own decisions. It forms part of our duties under the Online Safety Act 2023.
1. What you can report
- Community content: posts, comments, messages, profiles, group content
- Directory listings and provider claims (including badge concerns)
- Reviews and review replies
- Member Offers
- Suspected under-18 accounts
- Suspected illegal content
- Safeguarding concerns about a provider or user (see also Safeguarding Policy)
You do not need an account to report: email hello@lifelearn.co.uk with a link/screenshot and a short description. Logged-in members can also use the report option on content.
2. What happens to a report
- Acknowledgement within 48 hours.
- Triage. Child safety and illegal content are actioned immediately, ahead of everything else, including interim removal or account suspension while we review.
- Review against the Community Rules, Moderation Policy, Review Policy and the law. Standard reports are resolved within 7 days; complex cases within 28 days, with updates.
- Outcome. We tell you the result. Where content is removed or an account is actioned, the affected user is told what rule was breached (unless doing so would prejudice a criminal matter).
Reports are confidential. We never reveal a reporter’s identity to the reported user. Deliberately false or vexatious reporting is itself a breach of the Community Rules.
3. Illegal content and emergencies
If a child is at immediate risk, contact the police on 999 first. We refer content or conduct suggesting a criminal offence — in particular any child sexual abuse or exploitation material — to the relevant authorities (police, CEOP, Internet Watch Foundation) and preserve evidence as the law requires.
4. Appeals against our decisions
If your content was removed or your account was actioned and you believe we got it wrong, reply to the decision email or write to hello@lifelearn.co.uk with “Appeal” in the subject within 28 days. Appeals are reviewed fresh, on the facts, within 14 days. If we uphold your appeal, content or access is restored and the record is corrected.
5. Complaints about LifeLearn itself
Complaints about the service, billing, privacy, or how a report was handled: email hello@lifelearn.co.uk. We acknowledge within 48 hours and respond in full within 14 days. Privacy complaints can also go to the ICO (ico.org.uk). Nothing here limits your statutory rights.
6. Record keeping
We keep records of reports, decisions and appeals (see Privacy Policy retention section) to meet our Online Safety Act duties and to spot repeat behaviour.
