Your views are important to us. If you'd like to appeal against an assessment leading to a notice to remove content or the inclusion of a webpage on the IWF child sexual abuse content URL List please see our Content Assessment Appeal Process below.
If you'd like to make a general complaint about our service delivery including the behaviour of our staff see our General Complaints Process below.
We take your views and complaints seriously, so please give us as much information as possible so that we can resolve any issue in the best possible way.
Content Assessment complaints and General complaints can be made here.
If you are unhappy about the IWF’s assessment of content regarding a notice to remove that content, or about the inclusion of a URL on the IWF’s URL List, you can make a complaint here.
The process will be as follows (see flow chart of process here, PDF 69KB):
(1) Any appellant must within one month of notification of the decision of the lead policy agency give written notice of intention to appeal to IWF.
(2) IWF shall within 5 days acknowledge receipt of notice of intention to appeal.
(3) Within 14 days of receipt of such acknowledgement the applicant is to submit a written statement of case and any evidence upon which reliance is place.
(4) Within 14 days thereafter IWF shall submit a written answer and any evidence upon which reliance is placed.
(5) Within 7 days thereafter the appellant may submit any written observations on the answer.
(6) The appeal tribunal shall have power, whether of its own volition or on written application of either party, to make such direction as may be necessary for the just and expeditious disposal of the appeal.
(7) Within 2 months of the conclusion of the submission of written representations the appeal tribunal shall issue a decision in writing supported by reasons.
(8) The decision of the appeal tribunal shall be final
(*1) Only child sexual abuse content is listed for blocking and the assessment is in accordance with the UK Sentencing Council’s Sexual Offences DefinitiveGuideline
(*2) A party affected by the issue of a notice or blocked by the addition of a URL to the IWF URL List
(*3) See IWF URL List Policy and Procedures
To make a general complaint about our service delivery including the behaviour of our staff please see our General Complaints Process below.
Our General Complaints Process covers general complaints about our service delivery including the behaviour of members of staff.
If you’d like to make an appeal regarding the assessment of content which led to a notice being issued to take down potentially criminal content or the inclusion of a child sexual abuse content URL on the IWF URL List please see our Content Assessment Appeal Process above.
You can make a General Complaint here.
(*1): If the relevant line manager has been directly involved in the matter the complaint relates to, the complaint will be investigated by a member of SLT. If a complaint against a member of staff is made by a Director/Trustee, the investigation will be conducted by a member of SLT or the CEO. Any complaint against the CEO will be investigated by the Chair and two Vice-Chairs who will then report their findings to the Board.
(*2): This may include the application of disciplinary procedures as set out in the IWF Staff Handbook.
Please note that where any form of complaint is not upheld, any personal data stored to enable investigation will subsequently be automatically deleted from our system following 90 days. If a subsequent complaint was received by the same complainant, this retention period would start again from the date of receipt of the new complaint.