Complaints Policy

Complaints Policy

Our Policy

• Provide a fair and transparent complaints procedure that is easy for anyone to use.

• Make sure our procedure is publicized so users know how to contact us if they have a complaint.

• Ensure all FantasyXXX.ai staff understand how to handle complaints appropriately.

• Investigate all complaints fairly and in a timely manner.

• Strive to resolve complaints whenever possible and maintain a constructive relationship with our users.

• Collect feedback and insights from complaints to improve our services.

Reporting and Resolution Timeline

FantasyXXX.ai is committed to addressing all user concerns promptly and professionally.
If you wish to submit a complaint regarding our services, billing, content, or any other matter, you may do so at any time using the contact methods listed on this website.

All complaints will be acknowledged and reviewed by our compliance team.
We will investigate and provide a resolution or substantive response within five (5) business days of receiving the complaint, in accordance with updated compliance requirements.

If additional information is needed to resolve your concern, we may contact you for clarification.
We aim to handle every complaint fairly, respectfully, and as efficiently as possible.

Users may escalate issues to our billing processor, CCBill, if needed, using the support resources listed in our Terms & Conditions.

• Users may report any content they believe is illegal or violates our Community Standards.

• All reports will be acknowledged, reviewed, and resolved within five (5) business days.

Procedure

When a complaint is received (via email, message, or phone):

1. Record the details of the complaint.

2. Collect the complainant's name, contact information, and relationship to the Site.

3. Inform the complainant that a formal complaints process is in place.

4. Explain the next steps and expected timelines.

5. Where appropriate, request the complainant to submit their concerns in writing for clarity and accuracy.

Resolving Complaints

Stage One

• Complaints will be formally acknowledged within 48 hours and logged in our feedback register within 2 working days.

• The acknowledgement will confirm who is handling the case and when a reply can be expected.

• If the complaint is not resolved immediately, a designated manager or director will investigate.

• Within five (5) working days, we aim to resolve the complaint and provide a written response detailing the actions taken.

Stage Two

• If the complainant is not satisfied with the Stage One resolution, they may request a review at a higher level.

• A senior manager or designated board representative will review the case and issue a final reply within 10 working days (or provide a progress update if more time is needed).

Outcomes

Possible outcomes include:

• Resolving the complaint to the satisfaction of both parties.

• Adjustments to policies or procedures to prevent future issues.

• Disciplinary action where appropriate.

• Other remedial steps suited to the circumstances.

Appeals

If you have been depicted in any content and wish to appeal for its removal, please contact us at support@fantasyxxx.ai.
If a disagreement arises regarding the outcome of an appeal, it may be referred to a neutral mediator for resolution.

Stage Three

FantasyXXX.ai will continue to monitor and evaluate the effectiveness of our complaints process to ensure improvements are implemented over time.