Ballistic Blue Limited (trading as DirtyKnickers.com)
Company Number: 04712375
Registered Office: The Deep Business Centre, Tower Street, Hull, HU1 4BG
Effective Date: 30 March 2026
The Defined Terms in this Policy have the same meaning as those in Our Terms and Conditions.
1. PURPOSE
1.1 Ballistic Blue Limited is committed to providing a safe, fair, and transparent platform for all users. This Complaints Policy outlines the procedures for submitting, investigating, and resolving complaints relating to the use of our website, services, content, or transactions conducted on the platform.
1.2 We aim to ensure that complaints are handled promptly, fairly, and consistently and that users have a clear mechanism to raise concerns.
2. SCOPE
2.1 This policy applies to complaints relating to:
- Content published on the platform;
- User conduct or creator behaviour;
- Billing or payment disputes;
- Intellectual property concerns;
- Privacy or data protection issues;
- Account suspensions or moderation decisions;
- Allegations of non-consensual or unlawful content.
2.2 Complaints may be submitted by:
- Platform users;
- Content creators and sellers;
- Buyers;
- Third parties affected by content on the platform.
3. HOW TO SUBMIT A COMPLAINT
3.1 Complaints may be submitted to Ballistic Blue Limited through the following channels:
Email: complaints@dirtyknickers.com
Website: www.dirtyknickers.com
3.2 When submitting a complaint, the complainant should include:
- Full name and contact details;
- Description of the complaint;
- Relevant URLs, account names, or transaction details;
- Any supporting evidence or documentation.
3.3 Incomplete complaints may delay the investigation process.
4. COMPLAINT HANDLING PROCESS
4.1 Acknowledgement
We will acknowledge receipt of a complaint within 5 business days where possible.
4.2 Investigation
Once received, the complaint will be reviewed by the relevant team. Investigations may include:
- Reviewing platform records;
- Examining uploaded content;
- Contacting relevant users or creators;
- Assessing compliance with platform policies.
4.3 Resolution
Where appropriate, we may take actions including:
- Removal of content;
- Account warnings or suspension;
- Refund processing (where applicable);
- Policy enforcement actions.
4.4 A response outlining the outcome of the investigation will be provided were reasonably possible.
5. CONTENT AND PERFORMER COMPLAINTS
5.1 If a complaint relates to content involving performers, we may request additional verification to ensure that:
- All individuals depicted are over the age of 18;
- Content was created with full consent;
- No coercion, trafficking, or exploitation has occurred.
5.2 Content suspected of violating these standards may be temporarily removed while an investigation is conducted.
6. ABUSE OF THE COMPLAINTS PROCESS
6.1 We reserve the right to reject or close complaints that are:
- Frivolous or malicious;
- Repetitive without new evidence;
- Submitted for harassment purposes.
6.2 Misuse of the Complaints Process may result in account restrictions.
7. CONFIDENTIALITY
7.1 All complaints will be handled with appropriate confidentiality. Information will only be shared where necessary to:
- Investigate the complaint;
- Comply with legal obligations;
- Protect the safety and rights of users.
8. APPEALS
8.1 If a complainant believes a complaint has not been resolved appropriately, they may request a review of the decision by submitting additional information within a reasonable period.
9. POLICY UPDATES
9.1 We may update this Complaints Policy periodically to reflect legal requirements, regulatory expectations, and improvements to our procedures.
Date:
