Complaints Policy
The complaint form is at the bottom of this page
How to make a complaint
We will display a ‘Complaints’ link in the footer of each page of this website which users and affected persons can use to make complaints.
The object of the complaint
We are able to direct complaints to an appropriate team if the the object of the complaint concerns:
- The Green Lane Association Website
- TrailWise2
- Area Rep(s)
- Officer / Manager / Director
- Member
If the complaint is about ‘Something else’, this will be dealt with by the Operations and Coordination Manager.
The type of complaint
We are able to direct complaints to an appropriate team if the the type of complaint is:
- Service performance or availability
- Content errors
- Content causing illegal harm
If the complaint is about ‘Another type’, this will be dealt with by the Operations and Coordination Manager.
Complaints within the scope of the Online Safety Act 2023
People can make the following kinds of complaints:
- complaints by users and affected persons about content present on a service which they consider to be illegal content
- complaints by users and affected persons if they consider that we are not complying with our obligations under the Online Safety Act 2023 in respect of illegal content, content reporting, or freedom of expression and privacy
- complaints by a user who has generated, uploaded or shared content on the service if that content is taken down on the basis that it is illegal content
- complaints by a user of a service if we have given them a warning, suspended or banned them from using the service, or in any other way restricted the user’s ability to use the service, as a result of content generated, uploaded or shared by them which we consider to be illegal content
- complaints by a user who has generated, uploaded or shared content on a service if:
- the use of proactive technology on the service results in that content being taken down or access to it being restricted, or given a lower priority or otherwise becoming less likely to be encountered by other users, and
- the user considers that the proactive technology has been used in a way not contemplated by, or in breach of, the terms of service (for example, by affecting content not of a kind specified in the terms of service as a kind of content in relation to which the technology would operate).
- complaints by users and affected persons about content, present on a part of a service that it is possible for children to access, which they consider to be content that is harmful to children
- complaints by users and affected persons if they consider that we are not complying with a duty under the Online Safety Act 2023 in respect of children’s online safety
- complaints by a user who has generated, uploaded or shared content on a service if that content is taken down, or access to it is restricted, on the basis that it is content that is harmful to children
- complaints by a user of a service if we have given a warning to the user, suspended or banned the user from using the service, or in any other way restricted the user’s ability to use the service, as a result of content generated, uploaded or shared by the user which we consider to be content that is harmful to children
- complaints by a user who is unable to access content because measures used to comply with a duty set out in the Online Safety Act 2023 have resulted in an incorrect assessment of the user’s age.
How we handle complaints
Your complaint will be handled by the team that is most appropriate to deal with it. For complaints submitted online using our form, the team will be notified based on your categorisation of ‘Complaint object’ and ‘Complaint type’. For complaints received by other methods, our Operations and Coordination Manager will handle them.
In handling a complaint, our officers will assess if the complaint is manifestly unfounded.
If a complaint is an appeal about the way we have handled a complaint, the Chairman will handle the appeal.
In handling complaints or appeals, we will take such action as we think is appropriate in the circumstances, taking into account the importance of protecting users’ rights to freedom of expression within the law.
