We want The Vilij to be a safe and supportive community for all of our users.
If you encounter issues with any aspect of your experience on The Vilij, including with other users on the Platform, we are keen to hear from you so we can address your concerns promptly and effectively. Particularly, you should alert us to any user comments or posts which might pose a safeguarding or child protection concern. Protecting the safety and wellbeing of our users is one of our highest priorities.
Our Customer Service Team will do their best to resolve any problems you may encounter on our Platform in accordance with this Complaints and Reporting Procedure. This procedure explains how Users and Experts can report complaints, concerns, safeguarding issues and breaches of Platform policies, and how The Vilij will investigate and respond.
If something isn’t right, tell us.
The purpose of this procedure is to ensure that complaints are handled consistently, fairly and transparently to protect all users of the Platform and to remove any abusive or unacceptable behaviour within our online community. We aim to resolve complaints as quickly as possible and to learn from feedback to make the Platform as safe and user-friendly as possible.
Please find below examples of the types of complaints and concerns which you can report to us:
If you wish to make a complaint/ express a concern which is not covered by the examples listed above but can still help us improve The Vilij and enhance user safety, please do still share your complaint/ concern with us. Please note, however, that The Vilij is not responsible for resolving contractual disputes between Users and Experts on the Platform relating to professional services, although we may investigate concerns relating to conduct, safeguarding or breaches of Platform policies as between Users and Experts.
The Vilij does not generally investigate:
However, we may investigate concerns relating to conduct, safeguarding, breaches of Platform policies or risks to members of the community.
Emergency Situations
If you believe a child, vulnerable person or another individual is in immediate danger, you should contact the emergency services, police or relevant statutory authority immediately. The Vilij should not be relied upon as an emergency reporting service.
If your complaint relates to a safeguarding or child protection concern, please email our dedicated address: safeguarding@thevilij.co.uk
These complaints will be treated as a priority. Where we reasonably believe there is a risk of harm to a child, vulnerable person or member of the community, we may take immediate protective action before completing a full investigation.
We aim to acknowledge complaints within 48 hours and provide a response within 3 working days.
Where The Vilij considers it necessary to protect the safety or wellbeing of a child, vulnerable person or member of the community, we may share information with law enforcement agencies, local authorities, safeguarding organisations or other appropriate bodies.
For other types of complaints, please follow these steps:
Step 1: informal resolution
Step 2: formal complaint
If your concern is not resolved informally, you can submit a formal complaint:
Investigation: Your complaint will be thoroughly investigated. In certain cases, we may need to reach out to you for additional information.
Resolution: We aim to provide a written response with a resolution within 14 working days. If more time is required, we may inform you.
Outcome: Our response will include details of the investigation, the decision, and any steps we will take to address your complaint.
No Further Action: The Vilij may decide that no further action is required where it reasonably considers that:
Following a complaint or report, The Vilij may undertake the following actions, depending on the nature of the case and the outcome of our investigation procedure:
This is not an exhaustive list of the actions which we may take following the investigation of a report, and we reserve the right to take any action necessary to remove threats or abusive behaviour from the Platform.
If you are not satisfied with the outcome of your formal complaint, you may request an internal review by a senior member of our team. To do this:
Following completion of the internal review, The Vilij’s decision will be final.
Where reasonably necessary to investigate concerns, protect individuals or comply with legal obligations, your information relating to complaints, reports and safeguarding concerns may be shared:
We cannot guarantee confidentiality where disclosure is required for safeguarding purposes, legal obligations, regulatory requirements, law enforcement investigations or the protection of individuals from harm.
The Vilij may retain records of complaints, reports, investigations, decisions and related communications in accordance with its Privacy Policy and legal obligations.
Information relating to complaints, reports and safeguarding concerns will be processed in accordance with The Vilij’s Privacy Policy.
The Vilij reserves the right to limit, discontinue or decline further investigation of complaints which it reasonably considers to be malicious, abusive, vexatious, repetitive or made in bad faith.
Information relating to complaints, reports and safeguarding concerns will be processed in accordance with The Vilij’s Privacy Policy.
We thank you for bringing your concerns to our attention. We strive to make your experience with The Vilij as smooth and trouble-free as possible, and to continue to build our online community. Your input is invaluable in this regard.
Worried about someone’s safety?
If you believe someone is in immediate danger, contact the emergency
services first. The Vilij is not an emergency reporting service.
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