Claims Policy: My Football Facts

How to file a complaint My football facts and how we will manage it.

1. Purpose

At My football facts we are committed to providing a positive experience for visitors, members and customers. We take complaints seriously and will deal with them fairly, quickly and transparently.

This policy describes how you can make a complaint, how we handle it and what you can expect from us. My Football Facts adheres to the Independent Press Standards Organization (IPSO) editors’ code of practice, which sets the benchmark for ethical and professional journalism in the UK.

2. Scope

This policy applies to user, visitor, registered member, subscriber and customer complaints related to:

• Website content (news, match reports, data)
• Community moderation, forum behavior, or user-generated content
• Online transactions and orders (if applicable)
• Technical problems, accessibility or performance of the site
• Data protection and privacy concerns

3. How to file a complaint

If you have a complaint, please contact us using one of the methods below. Providing clear information and any supporting evidence will help us investigate quickly.

press@myfootballfacts.com • Contact form

Please include:

• Your full name and best contact details
• Clear description of the complaint
• Relevant information (order number, item URL, date/time)
• Supporting evidence (screenshots, attachments)

4. How we handle complaints

1. Recognition: We will acknowledge receipt of your complaint within the deadline 3 working days.
2. Research: Our editorial or support team will investigate and may contact you for more information.
3. Answer: We aim to provide a complete answer within 10 working days. If the matter is complex we will keep you informed of developments.
4. Resolution: Possible outcomes include content corrections, moderation actions, refunds, or an explanation and apology if appropriate.

5. Climbing

If you are not satisfied with our initial response, you can request escalation to an editor or senior editor by replying to the email you received or by writing to press@myfootballfacts.com. We will review the case and provide a final written response 10 working days whenever possible.

6. Confidentiality

We treat complaints and information you provide to us as confidential. Information will only be shared on a need-to-know basis for investigation and resolution.

7. Continuous improvement

We record and analyze complaints to identify trends and improve our services, content and user experience.

If you have questions about this policy or the complaints process, please email us at press@myfootballfacts.com.

Last updated: October 23, 2025

© My football facts. This policy explains how we handle complaints; it is not a contract. For privacy information see our Privacy policy.