Complaints and takedown

What you can complain about

• A listing that is wrong, out of date, duplicated or should not be published at all.
• A review you believe is fake, defamatory, discriminatory or posted by someone who was never a customer.
• Content that infringes your copyright, trade mark or other intellectual property.
• How we have handled your personal data, or how our team has treated you.

How to raise it

The quickest route is the "Report a problem" button on the listing itself. It sits under the map links on every business page, takes one tap, and gives you a reference number for the request. Legal, privacy and takedown reasons go straight into this complaints route.

Otherwise, use the form on our contact page or email hello@noreply.vibedex.life. Please include:

• The web address of the listing, review or page in question.
• What is wrong, and what outcome you are asking for.
• Whether you are the business owner, an authorised representative, or a visitor.
• For intellectual property claims: the work concerned, proof you hold the rights, and a statement that your complaint is made in good faith.

Our timescales

• Acknowledgement within one working day.
• A substantive answer within five working days. If we need longer, for example where we have asked a business or reviewer for evidence, we will tell you why and when to expect a decision.
• Urgent safety, harassment or clearly unlawful content is actioned as soon as we see it, usually the same day, and content may be hidden while we look into it.

How we decide

We weigh the evidence from both sides. Reviews are opinions, so we do not remove one simply because a business disagrees with it. We do remove content that breaches our acceptable use policy, is unlawful, is off-topic, reveals personal data, or cannot be tied to a genuine experience. Where a review stays up, the business always gets a right to reply.

Unclaimed and imported listings

Many listings come from open data such as OpenStreetMap, Food Standards Agency ratings and local authority registers. If an imported listing is wrong, the fastest fix is to claim it and correct the details yourself. Tell us if you want a listing removed entirely and we will suppress it, though the underlying open dataset may still show it elsewhere.

If you are still unhappy

Ask for your complaint to be escalated and a director of The Sandpiper Group LTD will review it and write to you with a final response. If the complaint concerns personal data you can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. Nothing here affects your statutory rights or your right to seek legal advice.

Contact for complaints