Complaints and appeals
This page explains how to complain to ClubTitan, how to report something you think is illegal, and how to appeal if content was removed or an account was suspended. ClubTitan is run by Dobl Ltd (company number 16739677), registered with the Information Commissioner’s Office under reference ZC058359. Complaining is free, and you do not need a ClubTitan account to do it.
If a child is in danger now, call 999. A worry about a child’s safety at a club goes to that club’s welfare officer, who is the right person to act on it. In the app, use Raise a concern.
Complaints about your personal data
To complain about how ClubTitan has used your personal data, email [privacy@clubtitan.com — Paul to confirm]. Tell us who you are, what happened, and what you would like us to do. If the complaint is about your child, you can make it for them; a young person can also complain for themselves.
Complaints about a club. Your club decides how it uses its members’ information, so a complaint about that goes to your club first. Its privacy notice says who to contact. If you send it to us instead, we pass it to the club within 5 working days, tell you we have, and help the club answer.
Reporting something illegal, and complaints about content
To report something on ClubTitan you think is illegal, email [reports@clubtitan.com — Paul to confirm]. You do not need an account. Your report comes to ClubTitan, not only to the club. Tell us where you saw it (a link, or the club and page) and what it shows. Please do not copy or forward an image you think may show a child being abused: describe where it is, and we will find it.
Use the same address to complain about content that breaks our acceptable use policy, about how we handled a report you made, or if you think we are not doing what the Online Safety Act asks of us to keep people safe.
Where a child may be at risk, we act on the content first and look into it afterwards. We report child sexual abuse material to the National Crime Agency, as the law requires.
Appeals
If we or your club removed something you posted, or we suspended or restricted your account, you can appeal. Email [reports@clubtitan.com — Paul to confirm] and say what was removed or restricted and why you think the decision was wrong. We look at it again from the start, and where we can, someone who was not involved in the first decision does it. If the appeal succeeds, we put things back as they were, or as near as we can, and tell you.
What happens when you complain
- We acknowledge your complaint within 5 working days, and always within 30 days of receiving it.
- When we acknowledge your complaint we tell you who is looking at it and what happens next.
- We aim to look at a report of illegal content within one working day. We aim to decide an appeal within 14 days.
- We keep you told how it is going, and we aim to give you our answer within one month. If it will take longer, we tell you why and when to expect it.
- Our answer says what we found, what we did, and why.
- If you would rather not hear from us again about your complaint, say so when you send it or at any time after. We still act on it.
We keep a record of each complaint and what we did about it, so we can show how it was handled [how long we keep it to be confirmed before launch]. We may set aside a complaint that is plainly abusive or repeats one we have already answered. If we do, we tell you.
If you need help making a complaint, or would like this page in another format, tell us and we will help.
If you are still unhappy
You can complain to the Information Commissioner’s Office (ICO) at any time, at ico.org.uk/make-a-complaint or on 0303 123 1113. The ICO usually expects you to have complained to us first, so please give us the chance to put things right.
Ofcom regulates online safety. It does not take up individual complaints, but you can tell it about a problem with an online service at ofcom.org.uk.
How we handle personal data is in our privacy notice. This draft was last updated in October 2026.