Complaints Policy

 

If you are a User of Fan Vault, this Complaints Policy forms part of your agreement with us.

Who we are and how to contact us: Fan Vault is operated by Red Lantern Tech. We are a limited company registered in the United Kingdom with the registration number 16087838.

Interpretation: In this Complaints Policy, defined terms have the same meanings given to them in the Terms of Use. Additionally, the term business days means any day that is not a Saturday, Sunday, or bank holiday in London, United Kingdom.

Who can use this Complaints Policy? Whether or not you are a User of Fan Vault, you can use this Complaints Policy to alert us to any complaint you may have relating to Fan Vault.

How to make a complaint: If you have a complaint about Fan Vault (including any complaint about content appearing on Fan Vault or the conduct of a User), please send your complaint to redlanterntech@gmail.com, including your name, address, contact details, a description of your complaint, and, if your complaint relates to content, the URL for the content to which your complaint relates.

How we will deal with complaints of illegal or non-consensual content:
Following receipt of your complaint regarding illegal or non-consensual content:
– We will take steps we consider appropriate to investigate your complaint within a timescale suitable to the nature of your complaint.
– If we require further information or documents from you, we will contact you to let you know.
– We will, in good faith, investigate your complaint within fourteen (14) business days.
– If we are satisfied that the content is unlawful or non-consensual, we will immediately remove the content and notify you of our decision via email or another electronic message.
– If we are satisfied that the content is not unlawful or non-consensual, we will notify you of our decision via email or another electronic message.
– Any dispute regarding our determination that content is non-consensual will be submitted to a neutral arbitration association at our expense.

How we will deal with other complaints:
Following receipt of other complaints:
– We will take steps we consider appropriate to investigate your complaint within a timescale suitable to the nature of your complaint.
– If we require further information or documents from you, we will contact you to let you know.
– We will, in good faith, take actions we consider appropriate to address the issue raised by your complaint. If you have complained about content appearing on Fan Vault and we are satisfied that the content breaches our Acceptable Use Policy, we will act quickly to remove such content.
– We are not obligated to inform you of the outcome of your complaint.

Unjustified or abusive complaints:
If you are a User of Fan Vault, you promise that you will not make any complaint under this Complaints Policy that is wholly unjustified, abusive, or made in bad faith. If we determine that you have breached this promise, we may suspend or terminate your User account.

Last updated: January 2025