Reporting & Complaints

Cohorta is provided by Cohorta Ltd, registered office 128 City Road, London, EC1V 2NX, United Kingdom (company number 17376110). Read this page with our Terms of Service and Community Standards. It supports our safety duties under the Online Safety Act 2023.

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1. Purpose

Every report and complaint about the Service is handled by Cohorta. This page explains how we keep Cohorta safe: how you report content or behaviour, how reports and complaints are handled, what action we may take, and how we meet our legal safety duties.

2. How to report another member

If another member's behaviour or content worries you, tap the member's avatar, then Report profile. That is the route for anything about someone's behaviour. It comes straight to Cohorta and we act on it. Tell us what happened and include any detail that helps us act.

You do not need to be a Cohorta member to raise a concern. Anyone affected can email support@cohorta.me.

If anyone is in immediate danger, contact the emergency services (999) first.

3. Other questions and problems

• "How do I…?" questions: check the FAQs first; if the answer isn't there, ask on your community's Facebook page.
• Technical problems (app problems, sign-in, your account): email support@cohorta.me with what you were doing, what happened, and which phone you're using.
• Payment, billing, subscription and refund issues: email support@cohorta.me; Cohorta Ltd is the seller (see our Refund & Cancellation Policy).
• Do not report technical problems to your Facebook group or its admin, as they do not run Cohorta and cannot fix them. Instead, send technical issues to our support email address.

4. How we handle reports

We review every report and decide on proportionate action. We may: remove or hide content; issue a warning; or permanently ban a member. A ban ends access at once and cancels the subscription, with no refund of the current month except where the law requires. We tell the member why and how to appeal. We prioritise reports involving safety or illegal content and act on them first and swiftly. The reporter is told the outcome, and a member we act against is told what they did and what the consequence is.

5. Illegal content

Where we become aware of illegal content (for example child sexual abuse material, threats, terrorist content, intimate-image abuse, cyberflashing, or fraud) we act swiftly to remove it, take appropriate action against the account, preserve evidence where needed, and report to the police or relevant authority, including reporting child sexual exploitation and abuse content to the National Crime Agency, in line with the Online Safety Act 2023.

6. Appeals

If we take action on your content or account, you can ask us to review the decision. Reply to the outcome message or email support@cohorta.me. The same applies if you made a report and think we did too little. A person will review it and tell you the outcome.

7. How quickly we respond

• Safety and illegal-content reports: we act promptly, prioritised by severity, as required by the Online Safety Act 2023.
• General complaints: we reply within 2 working days. This is an initial reply; resolving the complaint may take longer.
• Payment and card disputes: handled within the relevant card-scheme and Stripe timeframes.
• Data-protection requests: within one month, as required by UK GDPR (see our Privacy Policy).

8. Escalating a complaint

You can ask for your complaint to be escalated by emailing support@cohorta.me with "Escalation" in the subject line. For data-protection concerns you can contact the Information Commissioner's Office (ico.org.uk). Nothing on this page affects your statutory rights or your right to go to court.

9. Records

We keep records of reports, complaints, decisions, actions, appeals and outcomes, to meet our legal duties (including Online Safety Act record-keeping) and to improve the Service.

10. Contact

Report in the app (tap the member's avatar, then Report profile), or email support@cohorta.me.