Social Media and Online Platform Complaints
Complaints about social media and online platforms — including content moderation decisions, data privacy issues, marketplace disputes, and harmful content — are a growing area of consumer concern. The UK's Online Safety Act 2023 has introduced new obligations on platforms, and Ofcom now oversees online safety regulation.
Key points
- The Online Safety Act 2023 requires platforms to have clear, accessible complaints mechanisms for content moderation decisions.
- Ofcom is the UK's online safety regulator under the Online Safety Act — report systemic failures to Ofcom.
- Data privacy complaints about social media platforms go to the Information Commissioner's Office (ICO).
- Marketplace disputes (buying or selling on eBay, Amazon etc.) should first be raised through the platform's resolution centre.
The Online Safety Act and Platform Complaints
The Online Safety Act 2023 places duties on regulated user-to-user platforms and search services to protect users from illegal content and, for larger platforms, legal but harmful content. Under the Act, platforms must:
- Have effective and accessible complaints mechanisms for content decisions
- Respond to complaints about content moderation within a reasonable timescale
- Provide clear information about what content is allowed and how moderation decisions are made
If a platform has removed your content, blocked your account, or refused to remove content you reported as harmful, use the platform's internal appeals mechanism first. If the platform fails to provide an accessible complaints process or systemically fails to comply with the Act's duties, you can report this to Ofcom.
Data Privacy Complaints
If a social media platform has misused your personal data — sharing it without consent, refusing a subject access request, or breaching data protection law — your complaint goes to the Information Commissioner's Office (ICO).
First, exercise your data rights directly with the platform (subject access requests, right to erasure, data portability). Platforms have one month to respond to data requests under UK GDPR. If they do not respond or their response is inadequate, complain to the ICO at ico.org.uk.
The ICO can investigate organisations and issue enforcement notices or fines for serious breaches. It can also uphold individual complaints and require organisations to take specific action.
Online Marketplace Disputes
If you have a dispute with a seller on an online marketplace (eBay, Amazon, Etsy, Facebook Marketplace), use the platform's dispute resolution system first. Most major platforms have a structured resolution process where you can escalate disputes to the platform if the seller does not respond or cooperate.
Your rights under the Consumer Rights Act 2015 apply to goods bought from professional sellers (traders) on these platforms, though the marketplace itself may not be liable for the underlying product. Consumer rights do not apply to private (consumer-to-consumer) sales.
If a marketplace does not resolve a genuine complaint and you paid by credit or debit card, consider a chargeback claim through your bank. For significant sums, the small claims court remains available.
Frequently asked questions
Can I sue a social media company for defamatory content about me?
My social media account was hacked — what can I do?
Ofcom says they cannot resolve individual complaints — what does that mean?
What to do next
- 1Report online safety concerns to Ofcom
Report online safety failures to the UK's online safety regulator.
- 2Make a data complaint to the ICO
Complain about misuse of your personal data.
- 3Get consumer advice from Citizens Advice
Free help with online shopping and marketplace disputes.
Official bodies and resources
Information Commissioner's Office
RegulatorThe UK's independent authority for data protection and information rights, enforcing the UK GDPR and Data Protection Act 2018.
Office of Communications
RegulatorRegulates UK communications industries including telecoms, broadband, TV, radio, and postal services.
Citizens Advice
CharityProvides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.
Was this page helpful?
Related guides
Data Breach Complaints
A data breach occurs when your personal information is accessed, disclosed, lost, or stolen in a way that was not authorised. Whether the breach involved your financial details, health records, or contact information, you have rights under UK GDPR and the Data Protection Act 2018 — including the right to complain to the Information Commissioner's Office (ICO) and to claim compensation.
5 min
How to Complain Effectively in the UK
Making a formal complaint can feel daunting, but a well-structured complaint significantly increases your chances of a satisfactory outcome. In the UK, most businesses and public bodies are required to have a complaints procedure, and following the right process gives you access to independent resolution if things go wrong.
6 min read
Retail and Consumer Complaints
When something goes wrong with a purchase — whether in a shop or online — this guide explains the complaint process: how to approach the retailer, what to say, how to escalate if they refuse, and when to take formal action. For a detailed explanation of your legal rights under the Consumer Rights Act 2015, see our guide on <a href="/complaints-ombudsmen/consumer-rights-returns">consumer rights and returns</a>. For complaints about dangerous or defective products, see our <a href="/complaints-ombudsmen/faulty-goods-complaints">faulty goods guide</a>.
6 min
Regulator vs Ombudsman: What's the Difference
Many people are confused about whether to contact a regulator or an ombudsman when their complaint is not resolved. The two serve very different purposes: ombudsmen resolve individual disputes between consumers and organisations, while regulators oversee industries and enforce rules. Knowing which to contact — and when — is key to getting the right outcome.
5 min read
Disclaimer