Complaints Policy

1. Purpose and Scope

1.1 What This Policy Covers

This Complaints Policy explains how Corestack Digital Ltd handles formal complaints from users and third parties about the TDolls platform, our services, our decisions, and our conduct. It covers:

• What can be complained about under this policy
• How to submit a complaint
• How we handle and investigate complaints
• What outcomes are available
• How to escalate if you are not satisfied with our response
• External routes including regulatory complaints and alternative dispute resolution

1.2 Relationship to the Moderation Appeals Process

This policy is separate from the moderation appeals process described in our Moderation Policy. If you wish to challenge a specific moderation decision — such as the removal of content or the suspension of your account — you should first use the moderation appeals process. This Complaints Policy is the appropriate route if:

• You have exhausted the moderation appeals process and remain dissatisfied
• Your complaint is about something other than a specific moderation decision, such as our handling of your data, our customer service, or our compliance with our policies
• You wish to raise a systemic concern about how we operate

1.3 Who Can Complain

The following persons may submit a complaint under this policy:

• Registered Service Providers
• Registered Service Users (Clients)
• Unregistered visitors to the Platform
• Third parties affected by content on or conduct connected to the Platform

2. What You Can Complain About

Complaints under this policy may relate to:

• The way we have handled a moderation decision or appeal
• Our handling of your personal data or a subject access request
• A billing error or disputed charge that has not been resolved through normal support
• Our failure to respond to a report or request within the timescales stated in our policies
• Our customer service or the conduct of our staff or representatives
• Our compliance with our own published policies
• Our compliance with applicable law, including data protection law and consumer rights law
• Any other matter relating to how we operate the Platform

Complaints about the content or conduct of other users — Service Providers or Clients — should be submitted as reports via our moderation reporting process in the first instance. If you are dissatisfied with how we handled that report, you may then raise a complaint under this policy.

3. How to Submit a Complaint

3.1 Submission Channels

Complaints may be submitted by any of the following methods:

Email:

Post:

3.2 What to Include

To enable us to investigate your complaint promptly, please include:

• Your full name and, if you are a registered user, the email address associated with your account
• A clear description of your complaint, including the specific issue, the date(s) it occurred, and what outcome you are seeking
• Any relevant reference numbers (for example, a moderation decision reference, a support ticket number, or a billing transaction reference)
• Any supporting evidence you wish us to consider, such as screenshots, correspondence, or transaction records
• Your preferred contact method for our response

Incomplete complaints may delay our ability to investigate. We will contact you if we need further information.

3.3 Complaints About Data Protection

Complaints specifically relating to our handling of your personal data should be directed to privacy@tdolls.net in the first instance. If unresolved, you may escalate to the Gibraltar Regulatory Authority as described in Section 6.1.

4. How We Handle Complaints

4.1 Acknowledgement

We will acknowledge receipt of your complaint within 2 business days of receiving it. Our acknowledgement will confirm:

• That your complaint has been received
• The reference number assigned to your complaint
• The name or role of the person handling it
• The expected timeframe for our response

4.2 Investigation

Your complaint will be investigated by a member of our team who was not directly involved in the matter you are complaining about. The investigator will:

• Review all relevant records, communications, and evidence
• Contact you if additional information is required
• Consider your complaint against our published policies and applicable law

4.3 Response Timescales

We aim to provide a full written response to your complaint within the following timeframes:

Where a complaint requires more time than the target allows — for example, where it involves multiple issues or requires input from a third party — we will notify you before the deadline with an updated timeframe. We will not exceed 8 weeks from receipt to final response without your agreement.

4.4 Our Response

Our written response will set out:

• Our findings following investigation
• Whether we uphold, partially uphold, or reject your complaint, and the reasons for our conclusion
• Any action we have taken or will take as a result
• Any remedy or redress we are offering, where applicable
• Information about your right to escalate if you remain dissatisfied

4.5 Remedies

Depending on the nature and outcome of your complaint, remedies available may include:

• An apology and explanation
• Correction of an error or reversal of an incorrect decision
• A refund or credit where a billing error is established
• A change to our processes or procedures where a systemic issue is identified
• Any other remedy appropriate to the circumstances

We do not offer compensation as a standard remedy. Where you believe you have suffered a financial loss as a result of our conduct, you may wish to seek independent legal advice.

5. Complaints We Cannot Accept

We are unable to accept or progress complaints that:

• Are anonymous, where we cannot investigate without knowing your identity
• Relate solely to a decision we are required to make by law or court order
• Are vexatious, abusive, or submitted in bad faith
• Have already been fully investigated and responded to under this policy, where no new information has been provided
• Are more appropriately addressed through legal proceedings already underway

Where we decline to accept or progress a complaint, we will notify you of the reason and, where possible, direct you to an alternative route.

6. Escalation and External Routes

6.1 Gibraltar Regulatory Authority — Data Protection Complaints

If your complaint relates to our handling of your personal data and you are not satisfied with our response, you have the right to lodge a complaint with the Gibraltar Regulatory Authority (GRA), which acts as the supervisory authority for data protection in Gibraltar:

If you are based in the EEA, you may also contact the supervisory authority in your country of residence. A list of EU supervisory authorities is available at edpb.europa.eu.

6.2 Alternative Dispute Resolution (ADR)

If your complaint has not been resolved to your satisfaction through our internal process and relates to a contractual or commercial dispute, you may refer the matter to an alternative dispute resolution (ADR) scheme.

We will provide details of available ADR schemes at tdolls.net/adr as they are confirmed. We are committed to engaging in good faith with any ADR process.

6.3 EU Online Dispute Resolution Platform

If you are a consumer based in the European Union, you may use the EU Online Dispute Resolution (ODR) platform to submit a complaint or initiate ADR proceedings:

ec.europa.eu/consumers/odr

Our email address for ODR purposes is: complaints@tdolls.net

6.4 DSA — Digital Services Coordinator

If you are a user based in the EEA and your complaint relates to our compliance with the EU Digital Services Act, you may contact the Digital Services Coordinator in your country of residence. A list of Digital Services Coordinators is published by the European Commission.

6.5 Courts

Nothing in this policy prevents you from pursuing your complaint through the courts. If you are a consumer, you retain the right to bring a claim in the courts of your country of residence under mandatory consumer protection law, regardless of the governing law clause in our terms.

7. Confidentiality and Data Protection

7.1 How We Handle Your Complaint Data

Personal data you provide when submitting a complaint will be used solely for the purpose of investigating and responding to your complaint, and for maintaining records of complaints received. We handle this data in accordance with our Privacy Policy.

Complaint records are retained for 6 years from the date the complaint is closed. This reflects the standard limitation period for legal claims in Gibraltar.

7.2 Third-Party Information

Where investigating your complaint requires us to obtain information from or about a third party — such as another user — we will handle that information in accordance with our Privacy Policy and will disclose only what is necessary and lawful.

We will not share your identity with another user as part of a complaint investigation without your consent, except where we are required to do so by law or where it is necessary to investigate the complaint.

8. Vexatious and Repeated Complaints

We are committed to investigating all genuine complaints fairly. However, where a complaint is clearly vexatious, abusive, or where a complainant repeatedly submits substantially the same complaint following a final response, we reserve the right to close the matter without further engagement. In such cases we will notify you of our decision and the reasons for it, and direct you to any available external routes.

9. Changes to This Policy

We may update this Complaints Policy from time to time. When we make material changes we will:

• Update the "Last updated" date and version number
• Notify registered users by email
• Display a notice on the Platform

The current version of this policy is always available at tdolls.net/complaints, tdolls.eu/complaints, and tdolls.uk/complaints.

10. Contact

To submit a formal complaint:

For data protection complaints:

For moderation appeals (separate from this policy):

This document is version TDOLLS-COMP-v1.0. The current version is always available at tdolls.net/complaints, tdolls.eu/complaints, and tdolls.uk/complaints.