Version 1.0 · Last updated: 10 August 2026
How to tell us something is wrong, what we will do, and how long it will take.
They go to the same place, but they run differently, so it helps to know which one you have.
| # | What it is | Go to |
|---|---|---|
| 1 | Something a member did, or something posted on the Platform. | Section 2 |
| 2 | A decision we made about you — a warning, restriction, suspension, removal, or content taken down. | Section 3 |
| 3 | Our service, an Experience, a charge, or a refund. | Section 4 |
| 4 | How we have handled your personal data. | Section 5 |
2.1Use the report button in the app, or email hello@cherie.social. You can block someone without reporting her, and you can report without blocking.
2.2Tell us what happened, when, and where — at an Experience, in the group chat, or somewhere else. Screenshots help enormously. Take them before you block.
2.3What happens next:
| Stage | Timing | What we do |
|---|---|---|
| Acknowledgement | Within 24 hours | We confirm we have it and tell you who is dealing with it. |
| Immediate action | Same day, where needed | If a member may be at risk, we suspend the account first and investigate after. We also stop any pending match between you. |
| Review | Within [To be completed — review time for a member or content report, in days] days | A person reviews it — never an algorithm alone. We look at the report, the account history, the messages, and anything the other member says. |
| Decision | Within [To be completed — decision time for a member or content report, in days] days | We act under the enforcement ladder in our Community Guidelines. |
| Telling you | With the decision | We tell you that we acted and broadly what we did. We do not share the other member’s personal information, and data protection law limits what we can say. |
2.4We do not tell the person that you reported her. She is told what she is alleged to have done, not who said so, unless it is impossible to separate the two — and we will discuss that with you first.
2.5You can report anonymously. It limits what we can investigate and we cannot tell you the outcome, but we would rather have the information.
2.6Where we believe an offence has been committed, we report it to the police and preserve the evidence.
2.7Reporting someone dishonestly, or to retaliate, is a breach of our Community Guidelines.
3.1Email hello@cherie.social within 14 days, with “Appeal” in the subject. Tell us what you think we got wrong.
3.2We acknowledge within 2 working days and give you a decision within 14 days. If we need longer we will tell you why.
3.3The reviewer will not have been involved in the original decision.
3.4The outcome is one of: the decision stands, the decision is reduced, or the decision is reversed. If it is reversed, we restore your account and remove the record.
3.5We will explain the reasoning, not just the result.
3.6You can also appeal if you think we failed to act on a report you made, or failed to comply with our own duties.
4.1Email hello@cherie.social. Tell us what happened, what you would like us to do, and include any booking reference.
| Stage | Timing |
|---|---|
| We acknowledge and give you a reference | Within 2 working days |
| We investigate and respond | Within 14 days |
| If it is complex, we tell you and give a new date | Within 14 days |
| Final response, in writing | Within 8 weeks |
4.2If we got it wrong we will say so, put it right, and where appropriate refund you. Your statutory rights are set out in section 17 of our Terms of Service and nothing here reduces them.
4.3If you are not satisfied with our final response:
| Where | What they do | Contact |
|---|---|---|
| Alternative dispute resolution | [To be completed — ADR decision — whether Chérie is a member of an ADR scheme, and which provider] Either: “We are a member of [To be completed — ADR provider name] and you can refer the matter to them free of charge.” Or: “We do not currently participate in an ADR scheme, but will consider any proposal you make.” | [To be completed — ADR provider contact details] |
| Citizens Advice consumer service | Free, independent advice on your rights and what to do next. | citizensadvice.org.uk 0808 223 1133 |
| Trading Standards | Citizens Advice will refer matters to them where appropriate. | Via Citizens Advice |
| The courts | Nothing in this process stops you taking a claim to court. See clause 20.5 of the Terms. | — |
| Your card issuer | For a disputed charge, chargeback rights may be available. We would rather resolve it directly first. | Your bank |
5.1Email hello@cherie.social, or contact our UK representative — both are named in our Privacy Policy.
5.2We respond to data rights requests within one month, extendable by up to two further months for complex requests, in which case we tell you within the first month.
5.3If you are unhappy with how we handled it, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or 0303 123 1113. You do not need to come to us first, though we would like the chance to fix it.
6.1Chérie is a regulated user-to-user service under the Online Safety Act 2023, and Ofcom is the regulator.
6.2Ofcom does not resolve individual complaints about a service, and cannot get your content restored or an account reinstated. That is what section 3 of this document is for.
6.3What Ofcom does do is regulate whether we are meeting our duties. If you believe we are failing to — not acting on illegal content, not running a working complaints process — you can report that to Ofcom, and it informs their supervision and enforcement. Details at ofcom.org.uk.
7.1Every report, complaint and appeal is logged with a reference, an owner, a decision and a date.
7.2We keep these records for 3 years, so that patterns are visible across accounts and across time. See our Privacy Policy.
7.3We review the log quarterly to see what keeps going wrong, and we change the product when the answer is obvious.
7.4Safety decisions are made by [To be completed — named role responsible for safety decisions]. Appeals are reviewed by [To be completed — named role that reviews appeals]. These are never the same person for the same case.
8.1We are a small team. If something is going to take longer, we will tell you before the deadline passes, explain why, and give you a new date. What we will not do is go quiet.