1. Who this is for
You can report content or make a complaint whether or not you have an account. This procedure is for:
students and the parent/guardian who holds the account;
parents, guardians and carers generally;
any affected person: for example, someone who is the subject of a message, a member of a group targeted by content, or an adult helping a student.
You do not need to log in to email us or contact our Customer Support team.
2. What you can report or complain about
You can:
report content you believe is illegal, or harmful to a child, that is present on the service;
tell us you think we are not meeting our online-safety responsibilities;
appeal a decision we have made, for example if we removed your content, or suspended or restricted an account;
complain about our automated safety tools if you think they have acted wrongly in relation to your content (see section 6).
A single report can be more than one of these at once: that's fine, we'll handle all of it.
3. How to report or make a complaint
Please use whichever route suits you best:
|
Route |
Best for |
|---|---|
|
Email [email protected] |
Anything about a child's safety or wellbeing. A parent or carer can send this on a child's behalf. We monitor this inbox regularly through the day and reply as soon as we can; it is not monitored around the clock. For out-of-hours emergencies please also use the help lines in section 5. |
|
Tell your teacher in a lesson |
A student who sees a problem in a live lesson can flag it to the teacher or moderator straight away. |
|
Customer Support: https://myedspace.co.uk/contact-us |
General complaints, content complaints, takedown or account appeals, and any concern that isn't an immediate safeguarding matter. |
When you contact us, it helps if you can tell us what happened, where (the lesson and roughly when, or the message), and what you'd like us to do, but don't worry if you can't give every detail.
4. What we will do
1. Acknowledge your report or complaint, where you've given us a way to reply.
2. Assess it, and decide whether a child's safety is involved (which we always prioritise).
3. Act: for example, removing content that is illegal or harmful to a child, and, where the law requires, reporting it to the relevant authority.
4. Tell you the outcome, and the reasons, where we can.
Our timeframes:
|
Type of report / complaint |
We aim to acknowledge |
We aim to act / decide |
|---|---|---|
|
A child may be at immediate risk |
Straight away |
Straight away, and we contact emergency services if needed |
|
Other illegal or harmful-to-a-child content |
Same working day |
Within 24 hours |
|
Appeal (content takedown or account restriction) |
2 working days |
Within 7 working days |
|
Other complaints (including about our safety tools) |
2 working days |
Within 14 working days |
If something will take longer, we'll tell you and keep you updated.
5. Help and support
If you, or a child, needs support, you can contact these services free, at any time:
Childline: 0800 1111 or childline.org.uk (for children and young people)
Samaritans: 116 123 (for anyone in distress)
Beat (eating disorders): 0808 801 0677
In an emergency, call 999.
When a student reports something upsetting, we will also point them to this kind of support at the time.
6. Our automated safety tools
To help keep the service safe, we use automated ("proactive") technology alongside our staff, including an automated word/content filter in live-lesson chat, and content-safety and distress-detection checks in the Study Aid. These tools support our staff; they don't replace them, and they aren't used to make decisions that have a legal or similarly significant effect on you. If you think one of these tools has acted wrongly in relation to your content, you can tell us using the routes in section 3 and we will review it.
7. Appeals
If you disagree with a decision we've made, such as removing content or suspending or restricting an account, you can ask us to review it.
A different, suitably senior person who was not involved in the original decision will reconsider it.
We will tell you the outcome, with reasons.
If we got it wrong, we'll put it right promptly, for example by restoring the content or the account.
8. How we record complaints, and your privacy
We keep a record of reports and complaints so we can act on them, learn from them, and meet our legal duties. Safeguarding concerns are handled and recorded under our Safeguarding Policy. We handle any personal information in line with our Privacy Notice and Children's Privacy Notice. If you're unhappy with how we've handled your personal data, you can also contact the Information Commissioner's Office (ICO) at ico.org.uk.
9. Who's responsible
Accountability for online safety at MyEdSpace sits with our Chief Executive Officer. Safeguarding decisions are led by our Designated Safeguarding Lead, an appropriately trained safeguarding professional: see our Safeguarding Policy. Day-to-day, reports and complaints are handled by our Customer Support and Safeguarding teams, who escalate to the DSL and to senior leadership where needed.
10. Contact
MyEdSpace Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ Safeguarding: [email protected] · General: https://myedspace.co.uk/contact-us Registered with the ICO under registration number ZB855656.