Reporting and Complaints
Last updated: 5 October 2026
This page explains how to report something on Moov, what we do with it, and how to complain if you're unhappy with us. We publish it because we want the process to be clear, and because the Online Safety Act 2023 requires it.
1. How to report
In the app (fastest):
- Open the profile, listing or chat.
- Tap Report.
- Choose a reason: spam or scam, harassment or hate, fake listing or profile, inappropriate photos, safety concern, or other.
- Add any details that will help us. This is optional.
You can also block the person, so they can't see you or message you.
By email: support@moovhome.co.uk. Include the person's name as it appears on Moov and what happened. Screenshots help.
You don't need a Moov account to report. If you've seen something on Moov that's illegal or harmful, email us.
If anyone is in immediate danger, call 999 first.
2. What happens next
- A member of our team reviews every report. Automatic checks hold some new listings for review, but a person makes every decision.
- We aim to review reports within 5 working days. Anything involving a risk to someone's safety or suspected illegal content goes to the front of the queue and is dealt with as quickly as we can.
- We don't tell the reported person who reported them.
- We may look at the reported content, the account's history, and the messages in the reported conversation.
Depending on what we find, we may:
- take no action, if nothing breaks our rules
- remove the content
- warn the user
- limit, suspend, or permanently ban the account
- report it to the police or another authority, where the law requires or someone may be at risk
If you'd like to know what happened, email support@moovhome.co.uk and we'll tell you what we can.
3. If your content was removed or your account was restricted
We'll tell you what we did and why, unless doing so would put someone at risk or break the law.
To appeal, email support@moovhome.co.uk within 30 days with the subject "Appeal" and tell us why you think we got it wrong. Someone who wasn't involved in the first decision will review it, and we'll reply within 10 working days. If we find we were wrong, we'll restore your content or account.
4. Other complaints
You can complain to us about anything else, including:
- how we handled a report
- our safety tools not working properly
- how we're meeting our Online Safety Act duties
- anything about your experience of Moov
Email support@moovhome.co.uk with the subject "Complaint". We'll acknowledge it within 5 working days and aim to give you a full answer within 10 working days.
Data protection complaints go to privacy@moovhome.co.uk. If you're still unhappy, you can complain to the Information Commissioner's Office at ico.org.uk.
5. Contact
support@moovhome.co.uk Moovhome Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ