Complaints Policy - My Football Facts

How to raise a complaint with My Football Facts and how we will handle it.

1. Purpose

At My Football Facts we are committed to providing a positive experience for visitors, members and customers. We take complaints seriously and will handle them fairly, promptly and transparently.

This policy outlines how you can raise a complaint, how we handle it, and what you can expect from us. My Football Facts adheres to the Independent Press Standards Organisation (IPSO) Editors’ Code of Practice, which sets the benchmark for ethical and professional journalism in the UK.

2. Scope

This policy applies to complaints from users, visitors, registered members, subscribers and customers relating to:

Website content (news, match reports, data)

Community moderation, forum behaviour or user-generated content

Online transactions and orders (where applicable)

Technical issues, accessibility or site performance

Data protection and privacy concerns

3. How to make a complaint

If you have a complaint, please contact us using one of the methods below. Providing clear information and any supporting evidence will help us investigate promptly.

pr***@*************ts.com • Contact form

Please include:

Your full name and best contact details

A clear description of the complaint

Relevant information (order number, article URL, date/time)

Supporting evidence (screenshots, attachments)

4. How we handle complaints

Acknowledgement: We will acknowledge receipt of your complaint within 3 business days.

Investigation: Our editorial or support team will investigate and may contact you for more information.

Response: We aim to provide a full response within 10 business days. If the matter is complex we will keep you informed of progress.

Resolution: Possible outcomes include corrections to content, moderation action, refunds or an explanation and apology where appropriate.

5. Escalation

If you are not satisfied with our initial response, you may request escalation to a senior manager or editor by replying to the email you received or writing to pr***@*************ts.com. We will review the case and provide a final written response within 10 business days where possible.

6. Confidentiality

We treat complaints and the information you provide as confidential. Information will only be shared on a need-to-know basis for investigation and resolution.