SynchIf something has gone wrong, we want to know, so we can put it right. This procedure explains how to make a complaint about a member of staff, the way something was handled, or any Synch service, and what happens next.
1. Is it a complaint?
Some things have their own, faster route:
| If you want to… | Use |
|---|---|
| Get help with a problem | A General Support ticket |
| Report a member for breaking the rules | A User Report ticket |
| Challenge a warning, mute, kick or ban | An appeal: see our Moderation & Appeals Policy |
| Challenge an exam grade or certificate decision | See our Exams, Certificates & Academic Integrity policy |
| Ask for information about a decision | A Freedom of Information Request |
| Report content that uses your work without permission | Our Copyright & Takedown Policy |
| Tell us someone is at risk of harm | See our Safeguarding Policy |
Anything else about how you've been treated, including a complaint about a member of staff, or about how a report, ticket, appeal or request was handled, is a complaint.
2. How to complain
Open an Leadership Ticket in our Discord server (discord.gg/NvbG77QZSP) and tell us:
- What happened, and when.
- Who was involved, if anyone.
- Any evidence, such as screenshots or message links.
- What you'd like us to do to put it right.
Please keep your complaint in the ticket, and don't raise it in public channels (rule 10.2 of our Community Rules).
3. What happens next
1. The Office of Internal Affairs handles your complaint. 2. They'll look at what happened, and may ask you, and anyone involved, for more information. 3. You'll get a response in your ticket within 5–7 business days, explaining what they found and what, if anything, will change. If it's going to take longer, they'll tell you why.
Your complaint is kept confidential under our Confidential Information Policy, and is shared only with the people who need to see it. Nobody will be treated worse for making a complaint in good faith.
4. Complaints about the Office of Internal Affairs
If your complaint is about the Office of Internal Affairs or one of its members, say so in your ticket. It will be handled by a member of the Office who isn't involved.
5. If you're not happy with how it was handled
If you believe your complaint wasn't handled according to this procedure, you can report it to the Office of the Managing Director or to the Office of Internal Affairs through an Leadership Ticket. Tell us what wasn't followed.
6. Complaints we may not look into
We may close a complaint without a full investigation if it's clearly made in bad faith, repeats one we've already answered with nothing new, or is abusive towards the staff handling it. We'll tell you if we do.
7. Changes to this procedure
We may update this procedure from time to time. Every version is kept in this page's history.