Complaints

This section of the policy addresses how theFANBANK handles complaints and outlines the process for users to follow if they want to report an issue. Here’s a breakdown of the key points:

1. Introduction: By submitting a complaint, you confirm that your information is accurate and complete.

This policy explains how complaints about content, moderation decisions, and legal compliance are

handled, but it doesn’t apply to complaints about content or account moderation decisions or

copyright issues, which have separate processes.

2. Contact Information: theFANBANK is operated by Marmont Encore Ltd, a company based in the UK. If you have questions, you can contact them through the email or physical address provided.

3. Interpretation: The meanings of terms in this policy are consistent with those defined in the Terms of Service unless stated otherwise.

4. Complaints about Content Moderation: If you want to appeal a decision to deactivate content or an

account, or if you believe you’ve been wrongly banned, you must use the Deactivation Appeal Form.

Copyright infringement complaints are handled under the DMCA Takedown Policy.

5. How to Make a Complaint: You can submit complaints through:

o The Contact Form (select the reason and explain the issue).

o The "Report" function on the content page.

o Emailing support@thefanbank.com.

o Writing to the company’s physical address.

Make sure to provide enough detail, including relevant URLs, for the team to properly investigate.

6. Reviewing Complaints: When a complaint is received:

o The team will review the provided information and may ask for more details.

o The review will be done in good faith and within any applicable time limits.

o If the content violates the Terms of Service, it will be removed.

o If the content is deemed compliant, you can appeal the decision through the Appeals Policy.

7. Abuse of Complaints Process: Abusive or unfounded complaints will not be tolerated. If you are a

user, such complaints may result in account termination.

8. EU/EEA Consumer Mediation Services: Users in the EU/EEA can seek dispute resolution through the

European Online Dispute Resolution platform but are not required to do so.

9. Regulatory Complaints Under the DSA: If you are in the EU/EEA and encounter an issue under the

EU's Digital Services Act, you can complain to the Digital Services Coordinator in your country or report it through the complaints process.

10. Regulatory Complaints: theFANBANK is regulated by bodies in the UK and Australia. Users in those

regions can contact the appropriate regulators for concerns about the platform's operations.

11. Breach of Contract Claims: Users in the UK can bring breach of contract claims, particularly

concerning content removal or account suspension under the Online Safety Act.

12. Statutory Rights: This policy doesn’t affect your statutory rights, meaning your legal protections remain in place.

This policy ensures there’s a structured way for users to raise concerns, with options for escalation in case of serious issues.