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Check if we can help

Raise a dispute

There are two stages. First a short eligibility check, then the full form. You only reach the form if we can take your case, so your time isn’t wasted.

It is free at every stage.

STEP 1 — CURRENT

Eligibility check

About 2 minutes. A few questions about the platform, the content and whether the case is already elsewhere. If we cannot help, we will tell you here and point you somewhere that can.

STEP 2

Your complaint

About 10 minutes. The details of your case and your evidence. This opens only if the check is passed.

Before you begin

The eligibility check needs nothing but your answers. You do not need documents or links for that part.

For the full form, you will need:

  • Links to the content, if it is still online
  • Screenshots, as evidence
  • The platform’s decision, and any reference number they gave you
  • The date you reported it

You can upload up to 5 files, 10MB each. We accept PDF, JPEG, PNG, MP4 and DOCX.

If something is missing, continue anyway. We will tell you what else we need.

Some of what we ask about is difficult to write down. Take your time, and stop if you need to.

A hand signing a document on a tablet with a stylus.

Before you begin, confirm your complaint falls within IDR’s scope. If any of the following criteria are not met, IDR will be unable to accept your complaint at this time.

Please note: IDR accepts complaint submissions in English only, for now. If you submit your complaint in another language, we will be unable to process it.

If English is not your first language and you require assistance, please contact us at help@impressdisputesresolutions.org before submitting.

1Which platform is your complaint about?

IDR currently handles complaints about platforms on our covered list. If your platform is not listed, IDR is unable to accept your complaint at this time.

2IDR can only handle disputes where the content (associated with the action taken by a platform) is in English. Please confirm whether the content in question is in English.

IDR is unable to handle complaints in languages other than English. We are sorry that we cannot help you on this occasion.

3Is this dispute currently subject to active legal proceedings?

IDR cannot handle complaints that are currently the subject of active legal proceedings in any jurisdiction. If your proceedings are concluded and you wish to submit a complaint at that point, you are welcome to return to this form.

Before you continue

You have passed the eligibility check. Please read the following carefully before proceeding to the full form.

Please ensure your complaint does not fall into any of the following categories

IDR is unable to process complaints in these areas. If your complaint relates to any of the following, please do not proceed as we will be unable to provide you with the right support.

  • Scams and/or fraud
  • Content involving individuals under 18
  • Self-harm content
  • Unsafe and/or illegal products
  • Animal offenses
  • Pornographic and sexualised content
  • Risk for public security
  • Complaints that are the subject of active legal proceedings in any jurisdiction
  • Complaints currently being considered, or previously decided upon, by another out-of-court dispute settlement body

If none of the above apply, please confirm below and continue to the form.

Continue to the dispute form

What happens after you submit

You will get an email straight away with your case reference number. Keep the reference and quote it whenever you contact us.

A case administrator then checks your submission is complete and that your case is one we can take. If anything is missing, we will email you and give you a deadline. We remind you before it passes.

We will tell you whether we can accept your case within two working days. If we cannot, we will explain why in writing.

If we can, we notify the platform, and Ciarb appoints your case decision-maker. From that point they run the case, and we keep you updated at each stage.

Read the full process, with timings →

Staying in touch

We contact you at every stage, so you will not need to chase us.

If you need to add something

Email dispute@impressdisputeresolutions.org with your case reference.

If your case decision-maker has been appointed

Send anything further to us and we will pass it on. Please do not contact them directly. They have to be able to show both sides are treated the same, and that includes how information reaches them.

If your contact details change

Tell us straight away. If we cannot reach you, we may have to close your case.

If you need more time

Please let us know. You can have one extension at any stage.

If this is not for us

If your case is outside what we cover, there are other routes. Reporting to the platform again, contacting your national Digital Services Coordinator, or going to court are all open to you.

Where else to go →

If you need support

Some of what this form asks about is hard to write down. If you are struggling, please talk to someone. Your GP, a mental health service, or a support helpline can all help.

If a child is at risk, or if anyone is in immediate danger, contact the police.

Other places that can help →