inyourroots® Complaints Procedure
What this policy covers: How to raise a complaint about inyourroots®, what happens when you do, how we investigate, what to do if you are not satisfied, and the external routes open to you at any time.
Last updated: 10 September 2026
Version: 2
Next review: 10 September 2027
Quick summary
- Tell us at support@inyourroots.com — we aim to acknowledge within two working days and provide a full response within ten.
- A complaint can be about how you were treated, a decision, an employer/mentor/partner interaction, an accessibility or fairness concern, personal information, or a feature.
- If someone is in immediate danger, call 999; a young person’s safety concern goes straight to our Designated Safeguarding Lead.
- If you are not satisfied, ask us to reconsider — or use an external route (ICO, EASS, children’s services); you never have to complain to us first.
- We keep complaint records for three years after closing (unless a longer period is legally required) and review complaints for patterns.
1) What counts as a complaint
A complaint can be about:
- How you were treated by us or by someone acting for us.
- A decision such as restricting an account or removing content.
- Something that happened with an employer, mentor or partner introduced through inyourroots®.
- An accessibility barrier or something that felt unfair or discriminatory.
- How we handled personal information.
- The availability, accuracy or safety of a feature.
If the concern is about someone being at risk of harm, use section 5 immediately.
2) How to complain
Email support@inyourroots.com with what happened, when it happened, who was involved and what you would like us to do. Include relevant screenshots or links if you can.
Email is the confirmed route. We do not claim that an in-product complaints button exists unless it is visible in the version you are using.
If writing is difficult, tell us and we will agree another accessible way for you to explain the complaint.
3) What happens
| Target | What we do |
|---|---|
| Within 2 working days | Acknowledge the complaint and explain who is handling it. |
| Within 10 working days | Provide a full response explaining what we found, what we will do, what we cannot do and why. |
| If we need longer | Tell you before day 10, explain why and give a revised date. |
We may temporarily pause a feature, listing or account while investigating if that is proportionate and necessary for safety or security.
4) How we investigate
We hear from the person complaining, invite relevant information from anyone else involved and review records that are reasonably necessary, such as messages, reports and account activity.
We keep an open mind and do not treat someone unfavourably because they complained.
Possible outcomes include an explanation, apology, corrected decision, service or policy change, content removal, additional conditions, or restriction or suspension of an account.
5) If someone is at risk
If someone is in immediate danger, call 999.
A concern involving a young person’s safety goes to our Designated Safeguarding Lead, Frankie Brookton, at frankie@inyourroots.com and is handled under the inyourroots® Safeguarding Policy.
We may need to share relevant information with children’s social care, the police, emergency services, a school or college, a parent or carer, or another person able to help. The Safeguarding Policy explains the case-by-case approach.
6) If you are not satisfied
Tell us within ten working days of the response and explain what you believe was missed or decided incorrectly. We will conduct a fresh review of the evidence and reasons.
inyourroots® is currently founder-led. We do not promise that an internal colleague who was uninvolved in the original decision will always be available. Where independence is necessary, we may seek an appropriately qualified external reviewer. You can also use the external routes below at any point; you do not have to complain to us first.
- Personal information: Information Commissioner’s Office — ico.org.uk or 0303 123 1113.
- Discrimination or human-rights issues: Equality Advisory and Support Service — equalityadvisoryservice.com, freephone 0808 800 0082, textphone 0808 800 0084.
- A young person’s safety: the relevant local authority children’s services, the NSPCC on 0808 800 5000, the police on 101, or 999 in an emergency.
- A concern involving our founder: any appropriate external route above. You never have to raise it with us first.
7) Records and learning
We keep the contact details, complaint, evidence considered, response, outcome and actions for three years after the complaint is closed, unless a longer period is reasonably required for legal proceedings, safeguarding or another documented legal reason.
Records are handled under the inyourroots® Privacy Policy.
We review complaints for patterns. Repeated reports may indicate that the product, process or relationship — not the people reporting it — needs to change.
8) Accessibility
If any part of the process is difficult, contact us and tell us what would help. We can consider a different format, simpler wording, more time or a conversation instead of a written account.
9) Contact
Inyourroots Ltd · Company number 17285309
Suite A82, James Carter Road, Mildenhall, United Kingdom, IP28 7DE
Questions or concerns?
If anything here feels unclear, tell us. We'll help.
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