Complaints Procedure
Last updated: 2 April 2026
Cant Park There is committed to operating a safe, fair, and transparent platform in compliance with the Online Safety Act 2023. This page explains how to report content, make a complaint, or appeal a moderation decision.
1. How to Report Illegal or Harmful Content
If you believe any content on this site is illegal, harmful, or violates our Terms of Service, you can report it directly using the "Report this content" button found on every vehicle report page.
You do not need an account to report content. Reports can be made anonymously, though providing an email address allows us to notify you of the outcome.
Types of content you can report:
- Illegal content — content that constitutes a criminal offence, including harassment, threats, defamation, hate speech, or content facilitating stalking
- Intimate or private images — photos that capture identifiable individuals in private or intimate situations
- Harassment or targeted abuse — content that appears designed to intimidate, harass, or target a specific individual rather than document a parking issue
- False or misleading reports — fabricated complaints or manipulated evidence submitted to damage someone's reputation
- Privacy violations — content that reveals personal information beyond what is necessary to document a parking issue
- Child safety concerns — any content involving minors
2. What Happens After You Report Content
Your report is acknowledged immediately upon submission. If you provide an email address, you will receive a confirmation.
A moderator will review the reported content against our Terms of Service and applicable law. We aim to assess all reports within 48 hours. Reports of illegal content are prioritised and may be assessed sooner.
Where content breaches our terms or the law, it will be removed or restricted. Where content is lawful and does not breach our terms, it will remain published.
If you provided an email address, we will notify you of the outcome and the reasons for our decision within 15 working days.
3. Making a Formal Complaint
You may make a formal complaint if you believe:
- Content on our platform is illegal and has not been removed after you reported it
- Content was removed that should not have been (freedom of expression concern)
- We have not followed our own terms or procedures
- Our moderation decision was unfair or inconsistent
To make a formal complaint, use the "Report this content" button on the relevant page, or email us directly at the address provided on our site. Please include:
- The vehicle registration or URL of the content in question
- A clear description of your complaint
- Any reference numbers from previous reports
- Your email address for correspondence
4. Appeals Process
If your content has been removed or your account restricted, you have the right to appeal. To appeal:
- Reply to the notification email you received about the moderation action, or use the reporting mechanism on the site.
- Explain why you believe the decision was incorrect.
- A different moderator (where possible) will review your appeal.
- You will receive the outcome of your appeal within 20 working days.
During the appeal process, the moderation action will remain in effect unless the appeal is upheld.
5. Response Timeframes
| Type | Target |
|---|---|
| Content involving child safety | Immediate removal, reported to NCA/IWF |
| Illegal content reports | Assessed within 24 hours |
| Other content reports | Assessed within 48 hours |
| Formal complaints | Outcome within 15 working days |
| Appeals | Outcome within 20 working days |
6. Our Moderation Approach
All reports submitted to Cant Park There are reviewed by a human moderator before publication. We do not use automated content moderation.
When assessing content, moderators consider:
- Whether the content is lawful under UK law
- Whether the content complies with our Terms of Service
- The right to freedom of expression — legitimate reports of parking issues are protected expression
- Proportionality — we aim to take the least restrictive action necessary
- Consistency — similar content should be treated in the same way
7. Freedom of Expression
We recognise the importance of freedom of expression under UK law. We will not remove content simply because someone objects to it. Lawful content that documents genuine parking issues will remain published, even if the vehicle owner finds it unwelcome.
We do not discriminate between users or viewpoints in our moderation decisions. Moderation is applied consistently based on our published terms and the law.
8. Record Keeping
We maintain records of all content reports, complaints, and moderation decisions for a minimum of 12 months. These records may be provided to Ofcom upon request as required by the Online Safety Act 2023.
9. Escalation to Ofcom
If you are dissatisfied with the outcome of your complaint or appeal, you have the right to report the matter to Ofcom, the UK's online safety regulator:
- Website: ofcom.org.uk/online-safety
10. Illegal Content — Law Enforcement
Where we identify content that may constitute a criminal offence, we will:
- Remove or restrict the content immediately
- Preserve evidence as required by law
- Report child sexual abuse material to the National Crime Agency (NCA) and the Internet Watch Foundation (IWF) immediately
- Cooperate with law enforcement requests for information in accordance with applicable law