Make a complaint
Use this route if you believe LittleBlueCup handled something badly, treated you unfairly or failed to follow its own guidance.
Make a complaintComplaints, Feedback & Decision Reviews
LittleBlueCup can make mistakes. People may also disagree with a decision even when the rules have been applied correctly.
This page explains how to tell us what happened, ask for a decision to be reviewed or suggest something we could do better.
The final responsibility for LittleBlueCup rests with Millie. Complaints and decision-review requests are brought to her attention.
You are allowed to disagree
Being told that LittleBlueCup cannot do something may feel upsetting, frustrating or unfair.
A Search request may have been declined. A Search may have been paused or closed. Content may have been removed. An account may have been restricted. A moderator may have asked for more information or explained that LittleBlueCup cannot help in the way somebody hoped.
You are allowed to believe that decision was wrong.
You are allowed to ask why it was made.
You are allowed to give us information you think we have missed.
Making a calm complaint or asking for a review will not count against you.
A complaint is not automatically proof that LittleBlueCup made a mistake. It is a request for us to look properly at what happened.
Choose the right route
These routes all use the existing LittleBlueCup contact form, so the information reaches the same contact-message and review flow.
Ask for a decision review
Use this route if you want a Search request, Search, moderation, content or account decision to be looked at again.
If your Search request was declined, it may help to read the common reasons before asking for a review.
Why Search Requests Are Sometimes DeclinedGive feedback
Use this route to suggest an improvement, explain what was confusing or tell us what could work better next time.
Give feedbackTell us enough to understand what happened
A calm, detailed message is far easier to review than a series of short, angry messages without context.
You do not need to include everything, but these details often help:
- your full name
- the account email address, where relevant
- the Search title, reference or link, where relevant
- the approximate date something happened
- what you were told
- who you communicated with, if you know
- what you believe is wrong
- what information may have been missed or misunderstood
- what outcome you are asking for
- what material may help us understand the situation
You do not need to prove a disability or diagnosis
Please do not send medical records or diagnostic evidence.
LittleBlueCup does not require families to prove a disability or diagnosis. Many people are still waiting for assessment, and some may never have a formal diagnosis.
What matters here is understanding what happened, why the exact item matters and what you would like LittleBlueCup to review.
If a complaint or review concerns a public Search, LittleBlueCup may need enough relevant context to understand the Search and explain it responsibly. Families should still share only what is appropriate and what they are comfortable making public.
You do not need legal language, a perfectly written complaint, medical evidence or an answer to every question. We need an honest account of what happened and enough information to understand what you want us to review.
Firm is acceptable. Abuse is not.
People can be angry, direct or upset and still communicate respectfully. LittleBlueCup will not treat distress as abuse.
What is not acceptable is using a complaint or review request to attack, threaten or harass the people doing the work.
- insults or name-calling
- threats
- harassment
- discriminatory or hateful language
- repeated personally hostile messages
- attempts to frighten, shame or pressure somebody
Nobody working with LittleBlueCup is required to absorb abuse as part of helping people.
If a message becomes abusive, LittleBlueCup may pause the conversation and ask the person to resubmit the concern calmly. Serious threats, discriminatory abuse, harassment or repeated abusive contact may lead to communication or account restrictions.
A decision will not be changed because somebody becomes more abusive, more persistent or more threatening.
What I will look at
When a complaint or decision-review request is brought to me, I will look at what happened rather than assuming the original decision was automatically right or automatically wrong.
- the original Search request or application
- the information provided at the time
- relevant messages or contact history
- the reason recorded for the decision
- the policy, rule or practical limit involved
- moderation or safety information, where relevant
- new information you have provided
- an explanation from the team member involved, where needed
I may contact you for clarification if something important is missing. I may also ask the person involved to explain what they understood at the time.
The purpose of a review is to check whether the decision was fair, based on the right information and consistent with LittleBlueCup's rules and safety responsibilities.
A review does not mean LittleBlueCup can share private staff-only notes, safety information, other people's personal information or internal moderation records with the person who complained.
What may happen after a review
A review can lead to different outcomes. It does not guarantee that the decision will change.
A mistake was made
LittleBlueCup may acknowledge the mistake and put it right where reasonably possible. That could mean correcting information, reconsidering a decision, restoring content or access where appropriate, apologising or improving a process.
More information changes the decision
New, clearer or previously missing information may change what LittleBlueCup can do. That does not mean the first moderator was dishonest or careless.
The decision followed LittleBlueCup's rules
The decision may stand. LittleBlueCup will not bend rules because somebody complains repeatedly, supports financially, has an audience or applies pressure.
LittleBlueCup is not the right service
Sometimes the answer is still no because LittleBlueCup is not the right route for that situation. Where possible, we may point to useful information, but we cannot promise another service exists.
A decision can stand and still deserve an explanation
Sometimes LittleBlueCup will review a decision and keep the same outcome. That does not mean the person was wrong to ask.
A response may explain the rule, policy, safety reason or practical limit involved. It may also explain what would need to change before LittleBlueCup could consider the matter again.
Reasonable questions are allowed. But an explanation is not an endless negotiation, and LittleBlueCup may close a matter if the same points have been answered.
Repeatedly asking the same question does not require LittleBlueCup to give a different answer.
The same rules apply to everyone
Reviews are guided by facts, policies, safety, fairness and the information available. The rules do not change because somebody is:
- angry
- contacting repeatedly
- posting negatively in public
- using a large following
- connected to somebody involved
- supporting LittleBlueCup financially
- someone who has previously helped
- demanding an exception
Complaints about somebody working with LittleBlueCup
If your complaint is about a person working with LittleBlueCup, explain what happened and why you believe it was wrong.
The person involved should have a fair opportunity to explain what they understood, what they did and why. A complaint is not proof of wrongdoing, but it will be taken seriously.
Team members should be protected from abuse, but they are still accountable for how they communicate and use their responsibilities.
Complaints about me
If your complaint is about me, say that clearly in your message. I remain responsible for LittleBlueCup and for how the service is run.
LittleBlueCup does not currently have an independent complaints panel. That means I need to be especially careful to read complaints about my own decisions properly, check the evidence and explain the outcome honestly.
If your concern belongs with an outside body because of a legal, regulatory, safeguarding or platform matter, you can still use the appropriate outside route. LittleBlueCup cannot remove rights or responsibilities that exist outside this service.
Keep complaints private while they are reviewed
Please use the contact route rather than posting private messages, family information, staff details or screenshots publicly while a complaint is being reviewed.
LittleBlueCup uses the information you send to understand, investigate and respond to the complaint, feedback or review request. Relevant authorised people may need to see the information so the matter can be checked properly.
LittleBlueCup cannot promise absolute confidentiality, but complaint information should not be added to public Search records, public notes or public messages.
Is somebody at immediate risk?
A complaint is not the fastest route for a scam, threat, harassment, privacy breach or immediate safety concern.
Use the reporting route so moderators receive the right safety context. If somebody is in immediate danger, contact the relevant emergency service or platform directly as well.
Tell us what happened
Choose the route that fits best. If you choose the wrong one, we may redirect the message, but starting clearly helps us review it more fairly.