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Last updated: April 3, 2026
Illegal Content and Content Moderation Complaints
This document describes how Numonic Labs Ltd ("Numonic") handles complaints about:
This procedure applies to Numonic users, affected third parties (e.g. individuals depicted in content, rights holders), and law enforcement or regulators.
Send an email to safety@numonic.ai with the following information:
A "Report Abuse" link is also available in the application footer on every page.
| Category | Escalation |
|---|---|
| CSAM | National Crime Agency within 24 hours |
| Terrorist content | CTIRU immediately |
| Hate content | Investigate within 72 hours |
| Copyright infringement | Investigate within 72 hours |
| Other illegal content | Investigate within 72 hours |
| Content moderation appeal | See Section 8 |
| Stage | Timeline |
|---|---|
| Acknowledgement | Within 24 hours of receipt |
| Initial assessment | Within 72 hours of receipt |
| Resolution | Within 7 calendar days of receipt |
| NCA escalation (CSAM) | Within 24 hours; Priority Level 1 immediately |
| Appeal determination | Within 7 calendar days of appeal submission |
If a complaint requires longer investigation, the complainant will be notified of the delay and given a revised timeline.
On receipt, we will:
Before any content is removed, we preserve a copy of the content, associated metadata, the complaint record, and all communications. Complaint records are retained for a minimum of 12 months (5 years for reports escalated to the National Crime Agency). Removed content is retained for 30 days to allow for appeals.
Complaints that do not concern illegal content are routed to the appropriate handler:
If your content has been removed, your account has been suspended, or you disagree with a decision not to act on your complaint, you may appeal by emailing safety@numonic.ai with:
Appeals must be submitted within 14 calendar days of the original decision and will be determined within 7 calendar days. If an appeal is upheld, removed content will be restored and any account restrictions will be lifted.
When making content moderation decisions, we consider the importance of freedom of expression and the right to privacy. Content is not removed solely because it is controversial or disagreeable; it must meet the legal threshold for illegality. Where content is borderline, the presumption favours retention unless there is a clear legal basis for removal.
Complainants may opt out of non-essential communications about their complaint by including "OPT-OUT" in any reply. Essential communications (acknowledgement and outcome notification) will always be sent.
We may disregard a complaint without full investigation if it is manifestly unfounded. A complaint is manifestly unfounded if:
Where a complaint is disregarded, the complainant is notified with the reason and informed of their right to contact Ofcom.
If you are dissatisfied with the outcome of your complaint, you may contact Ofcom:
Website: ofcom.org.uk/make-a-complaint
Post: Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA
| Strike | Action |
|---|---|
| 1st violation | Content removed; written warning issued |
| 2nd violation | Content removed; account suspended for 7 days |
| 3rd violation | Content removed; account permanently terminated |
To submit a complaint or report illegal content:
Email: safety@numonic.ai
Numonic Labs Ltd
71-75 Shelton Street, London, WC2H 9JQ
Company number: 16532770
This complaints procedure is published in compliance with the Online Safety Act 2023 (s.10(5), s.23) and Ofcom's Illegal Content Code of Practice (ICU D1-D13). It is reviewed annually. Next review: April 3, 2027.
See also: Terms of Service | Privacy Policy