Complaints Policy

Complaints Policy

At LoveFans, we are committed to providing excellent service to all our users. If you have a complaint, we want to know about it so we can take action to resolve it and improve our services.

How to Make a Complaint

You can make a complaint by:

  • Contacting us via our contact page
  • Emailing us at support@lovefans.co.uk
  • Reporting content or users directly through the platform's reporting features

What Information to Include

Please provide us with as much detail as possible, including:

  • Your name and contact information
  • Your account username (if applicable)
  • A clear description of your complaint
  • Any relevant dates, times, or transaction IDs
  • Any supporting evidence (screenshots, emails, etc.)
  • What resolution you are seeking

Our Response Timeframe

All complaints will be reviewed and resolved within five (5) business days of receipt. We will:

  • Acknowledge receipt of your complaint within 24 hours
  • Investigate your complaint thoroughly
  • Keep you informed of progress
  • Provide a final response within five (5) business days

Types of Complaints We Handle

We accept complaints regarding:

  • Payment and billing issues
  • Account access problems
  • Content or conduct violations
  • Privacy concerns
  • Technical issues affecting service
  • Customer service interactions
  • Any other concerns about our platform

Escalation Process

If you are not satisfied with our response, you may escalate your complaint by requesting a review by our senior management team. Please clearly state that you wish to escalate your complaint when you respond to our initial resolution.

Record Keeping

We maintain records of all complaints for a minimum of three years and use this information to improve our services and identify recurring issues.

Contact Information

For complaints or questions about this policy, please contact us at:

Last updated: December 29, 2025