Complaints & Safeguarding

What Is a Complaint?

A complaint is an expression of dissatisfaction about a Perfect Fusions service, decision, communication, process, event or experience where you would like a response or resolution.

Examples may include concerns about:

• Service quality or delivery.
• Communication or response handling.
• A booking, payment or administrative process.
• How an application or membership matter was handled.
• Privacy or confidentiality.
• Conduct during an event, call or service.
• Accessibility or fair treatment.

How to Make a Complaint

Email giovanna@perfectfusions.co.uk using the subject line “Perfect Fusions Formal Complaint”.

Where possible, include:

• Your full name and contact information.
• The service, community or event involved.
• A clear description of the concern.
• Relevant dates and communications.
• Any supporting information.
• The resolution you are seeking.
• Any accessibility or communication support you require.

Please provide only information relevant to the complaint and avoid sending unnecessary sensitive personal information.

How We Handle Complaints

The time required will depend on the nature, sensitivity and complexity of the complaint. If additional time or information is needed, we will seek to explain this where appropriate.

Possible Complaint Outcomes

Depending on the circumstances, an outcome may include:

• An explanation or clarification.
• Correction of inaccurate information.
• An apology where appropriate.
• Completion or correction of an administrative action.
• A change to a process, communication or internal practice.
• Action under an applicable service agreement.
• No further action where the complaint is not substantiated.

Any payment or refund issue will also be considered under the applicable service agreement and mandatory consumer rights.

If You Disagree With the Outcome

If you believe material information was missed, you may request a further review and explain:

• Which part of the outcome you dispute.
• What relevant information was not considered.
• Why you believe the outcome should be reconsidered.

A further review does not guarantee a different outcome. Nothing in this policy removes any legal or consumer rights available to you.

Love Without Labels™ and Age Restrictions

Love Without Labels™ is strictly for adults aged 18 or over. Under-18 applicants must not proceed through the application, verification or community-access process.

If we reasonably believe that an applicant or member is under 18, access may be immediately withheld or suspended while the concern is reviewed.

How to Report a Safeguarding Concern

Email giovanna@perfectfusions.co.uk with the subject line “Perfect Fusions Safeguarding Concern”.

Where possible, explain:

• Who may be at risk.
• What happened or what you observed.
• When and where it occurred.
• Whether the risk is immediate or continuing.
• Whether emergency services or another authority have been contacted.
• Any relevant account, message or event information.

Do not forward suspected CSAM or other illegal material. Report the concern without redistributing the content.

Our Response to a Safeguarding Concern

Depending on the situation, we may:

• Assess the immediacy and seriousness of the concern.
• Restrict or suspend access while the matter is reviewed.
• Review relevant records and communications.
• Seek additional information where appropriate.
• Remove content or permanently remove an account.
• Preserve relevant information where justified.
• Report relevant concerns to an appropriate authority where permitted or required by law.

Serious concerns may result in immediate protective action without prior warning.

Confidentiality

Complaints and safeguarding reports will be handled with appropriate discretion. Information will be shared only where reasonably necessary to review the matter, protect individuals, obtain professional advice or comply with legal obligations.

We cannot promise complete confidentiality where disclosure is necessary to address a serious risk, provide a fair response or comply with the law.

Privacy Complaints

If your complaint concerns the use of personal information, contact us using the details in the Privacy Notice.

You also have the right to complain to the Information Commissioner’s Office.

Visit: ico.org.uk/make-a-complaint

Records and Data Protection

Complaint and safeguarding information may be recorded and retained where necessary to manage the matter, protect individuals, establish or defend legal claims, prevent repeated misconduct or meet legal obligations.

Information will be handled according to the Perfect Fusions Privacy Notice and will not be retained indefinitely without a continuing justified purpose.

Changes to This Policy

We may update this policy to reflect changes to our services, safeguarding procedures, complaint-handling process or legal requirements.

The latest version will be published on this page with the current revision date.