Virtual Complaints Book
This page explains how to raise a complaint with Kromacat and what to expect in response.
1. How to File a Complaint
Send an email to complaints@kromacat.com with:
- Your account email (or mark as anonymous)
- The category of your complaint (see below)
- A clear description of what happened
- What outcome you are seeking
- Any relevant URLs, screenshots, or reference numbers
You will receive a reference number in the format KC-YYYY-NNNN within 2 business days. Keep this reference for all follow-up communication.
2. Complaint Categories
| Category | Examples | Team |
|---|---|---|
| Content moderation | Disagreement with content removal, report outcome | Trust & Safety |
| Account action | Suspension, termination, feature restriction | Trust & Safety |
| Privacy / data | Data requests, GDPR rights, consent issues | Data Protection |
| Billing | Incorrect charges, refund delays, invoice issues | Billing Support |
| Platform quality | Bugs, outages, service degradation | Engineering |
| Discrimination | Unequal treatment, policy inconsistency | Legal / Founders |
| Other | Anything not covered above | General Support |
3. Response Timeline
| Stage | Deadline |
|---|---|
| Acknowledgement with reference number | ≤ 2 business days |
| Resolution or substantive update | ≤ 30 business days |
| Complex cases (legal, regulatory) | Up to 60 business days with notification |
4. Moderation Appeals
If your content was removed or your account was restricted, you have the right to appeal. Include your case reference (MOD-YYYY-NNNN, found in the notification email) and explain why you believe the action was incorrect.
Appeal deadlines:
- Permanent termination: appeal within 30 days of notification
- Suspension: appeal within 7 days of notification
- Content removal: appeal within 14 days
Appeals are reviewed by a team member who was not involved in the original decision. We aim to respond within 10 business days.
5. Escalation & External Dispute Resolution
If you are not satisfied with our response, you may escalate to:
- EU Online Dispute Resolution: ec.europa.eu/odr (for disputes with EU consumers)
- AEPD (Spanish data protection authority) for privacy complaints: aepd.es
- Your local consumer protection authority or courts
6. DSA Transparency
In compliance with the EU Digital Services Act (DSA), Kromacat publishes transparency reports once we receive 10 or more formal legal requests per year. These reports include aggregated data on content removal, account actions, and complaint outcomes — without revealing personal information about individuals involved.
7. Record Retention
Complaint records are retained for 3 years after resolution to support follow-up inquiries, appeals, and regulatory audits.
8. Anonymous Complaints
You may file a complaint without identifying yourself. However, we may be unable to investigate fully or provide a response without a way to contact you. Anonymous complaints about active threats to users are always investigated.
9. Related Policies
- Terms & Conditions — acceptable use rules
- Privacy Policy — GDPR data subject rights
- IP & DMCA Policy — copyright complaints process
Emergency (CSAM or imminent harm): safety@kromacat.com — reviewed within 2 hours.