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Complaints, Reporting & Takedown Policy

Last updated: 27 August 2026

This policy explains how to report content, how to complain, and what we do about it. It exists to meet our duties under the Online Safety Act 2023 and the EU Digital Services Act, and to meet payment card scheme requirements for adult platforms.

1. Urgent reports

Use the urgent route for anything involving:

  • content showing anyone under 18
  • intimate images shared without the consent of the person shown
  • credible threats to someone's life or safety
  • any indication that a person is being coerced, controlled or trafficked

Urgent report route: toc@virtualtalk.co.uk

Email: toc@virtualtalk.co.uk (mark URGENT in the subject line)

We aim to review urgent reports within 24 hours and to remove clearly unlawful content within that period. Where content is reported as showing a child or as non-consensual, we remove or suspend it while we investigate rather than waiting for the outcome.

You can report anonymously. You do not need an account.

Other places to report

  • Child sexual abuse material: Internet Watch Foundation, iwf.org.uk — anonymous
  • Non-consensual intimate images: Revenge Porn Helpline, 0345 6000 459, revengepornhelpline.org.uk
  • Immediate danger: call 999
  • Non-emergency police: call 101, or your national police service in the EU

2. Reporting other content

Report anything that breaches our Acceptable Use Policy at toc@virtualtalk.co.uk.

Tell us:

  • where the content is (URL, username, or session details)
  • what the problem is
  • when you saw it
  • your contact details, if you want an update

You do not have to give your name, but we cannot update you if you do not.

We aim to decide within 7 days. Complex cases take longer and we will tell you if yours does.

3. Reporting content that shows you

If content on the platform shows you and you did not consent to it being there, tell us at toc@virtualtalk.co.uk with the word URGENT in the subject.

We will:

  • suspend access to the content while we investigate — usually within 24 hours;
  • ask the person who posted it to produce your signed consent and verification;
  • remove it permanently if they cannot;
  • remove any copies we can identify;
  • close the account of anyone who posted it knowing you had not consented, and report them where an offence may have been committed.

You do not need to prove your identity before we suspend the content. We may ask for proof before removing it permanently, to prevent abuse of this process.

4. Complaining about us

If you are unhappy with our service, a decision we made, a payment, or how we handled a report, tell us:

We acknowledge within 2 working days and aim to resolve within 7 days. If we need longer, we will tell you why and when to expect a decision.

Phone chat complaints

5. Appealing a decision

If we removed your content, restricted your account, held a payment or closed your account, you can appeal.

How: email toc@virtualtalk.co.uk within 30 days, quoting the reference in our notice and explaining why you think the decision was wrong.

What happens: the appeal is reviewed by someone who was not involved in the original decision. Where the original decision was made by an automated system, a person reviews it.

When: we aim to decide within 7 days.

Outcome: we will tell you the decision and the reasons. If we were wrong, we reinstate the content or account and release any held payment.

There is no appeal against removal of child sexual abuse material.

6. Statements of reasons

When we remove content or restrict an account, we tell the person affected:

  • what we did
  • what content it concerned
  • which rule or law applies
  • whether the decision was automated
  • how to appeal

We will not do this where telling them would prejudice a criminal investigation or breach a legal duty.

7. EU users: out-of-court dispute settlement

If you are in the EU and you are unhappy with the outcome of an appeal, you can refer the dispute to a certified out-of-court dispute settlement body under Article 21 of the Digital Services Act. This does not stop you going to court.

8. Our contact point for authorities

For regulators, law enforcement and courts:

9. Misuse of these processes

Submitting repeated reports that are clearly unfounded wastes time we need for real ones. Where someone does this persistently, we may suspend their ability to submit reports after warning them. This does not apply to urgent reports, which we always review.

10. Records and transparency

We keep records of reports, decisions, appeals and outcomes for three years.

Visional Media Limited | Company number 04247285 | 30 Orange Street, London WC2H 7HF