Making an Online Safety Complaint to Ofcom
Ofcom is the UK's communications regulator and, since the Online Safety Act 2023 came into force, is also the regulator for online safety. Ofcom can investigate platforms that are failing in their legal duties to protect children and other users. If you believe a platform has not dealt with your report properly, or is systematically failing to protect children, you can complain directly to Ofcom.
Immediate danger — call 999
Ofcom is a regulator, not an emergency service. If a child is in immediate danger, call 999.
What to report
- •A platform that has failed to act on your report of harmful or illegal content within a reasonable time
- •A platform whose reporting mechanisms are inaccessible, confusing, or non-functional
- •A platform that is systematically exposing children to harmful content — e.g. self-harm, grooming, or age-inappropriate material
- •A platform that has not implemented adequate age verification or parental controls as required by the Online Safety Act
- •A platform that does not have a clearly accessible complaints process as required by law
How to report
Ofcom online complaints form
When to use
When you want to report a platform for failing in its online safety duties
How to contact
Visit ofcom.org.uk/complaints/online-safety and complete the online form. Select the most relevant category — e.g. 'A platform hasn't dealt with a report I made' or 'A platform isn't protecting children'. Provide as much detail as possible, including platform name, report reference numbers, and dates.
What to expect
Ofcom will acknowledge your complaint. They do not investigate every individual complaint, but complaints feed into their regulatory intelligence. Where patterns of systemic failure emerge, Ofcom can open a formal investigation.
Ofcom formal investigation
When to use
Ofcom opens this itself — you cannot trigger this directly, but your complaint contributes
How to contact
You do not need to do anything additional — your complaint to Ofcom is logged. If Ofcom opens an investigation, they may contact you for further information. Follow news at ofcom.org.uk/online-safety for updates on investigations.
What to expect
If Ofcom finds a platform has breached the Online Safety Act, they can impose fines of up to 10% of global annual turnover (or £18 million, whichever is greater) and can ultimately require apps or services to be blocked in the UK.
Evidence checklist
Gather this information before or during your report. Do not delay reporting while collecting evidence — but preserve what you can.
- Name of the platform you are complaining about
- Description of the content or behaviour that is the subject of your complaint
- Evidence that you reported it to the platform first (reference number, screenshots of the report and any response)
- The date you first reported to the platform and the date you received a response (or no response)
- URLs or account names involved, if the complaint concerns specific content
- Any Ofcom guidance or Online Safety Act provision you believe the platform has breached
What to say
You do not need to use a script, but this template may help if you are nervous about making the call. Adapt it to your circumstances.
"I am making a complaint to Ofcom about [platform name]. I reported [description of content or behaviour] to the platform on [date] using their in-app reporting tool. My report reference number is [number if available]. The platform [did not respond within 72 hours / told me the content did not violate their rules / has no accessible reporting mechanism]. I believe the platform is failing in its duties under the Online Safety Act 2023 to [protect children from harm / provide accessible reporting tools / remove illegal content]. I am requesting that Ofcom investigate this platform."
What happens next
Ofcom will log your complaint and use it as regulatory intelligence. If multiple users report similar failures, Ofcom is more likely to open a formal investigation. Formal investigations can take months, but have resulted in multi-million pound fines and significant changes to platform behaviour. You will receive an acknowledgement from Ofcom and may be contacted for further information.
What not to do
- ✗Do not expect Ofcom to remove individual pieces of content — that is not their role
- ✗Do not contact Ofcom in place of reporting to the platform — you must try the platform first
- ✗Do not expect a rapid individual resolution — Ofcom's power is systemic, not immediate
- ✗Do not be discouraged if no immediate action follows — your complaint contributes to a regulatory picture over time
Frequently asked questions
What exactly can Ofcom do to platforms?
Under the Online Safety Act 2023, Ofcom can issue enforcement notices, impose fines of up to 10% of global turnover, and in extreme cases seek court orders to restrict access to a service in the UK. Ofcom also has powers to require platforms to use accredited technology to identify and remove illegal content.
Does the Online Safety Act apply to non-UK platforms?
Yes. The Online Safety Act applies to any platform that provides services to UK users, regardless of where the platform is based. This includes platforms headquartered in the US, EU, and elsewhere. Ofcom has international engagement to enforce this.
Sources and further information
- Ofcom — Online Safety Complaints — Ofcom
- Online Safety Act 2023 — Overview — UK Government
- Ofcom — Children's Online Safety — Ofcom
This guidance is for informational purposes. It is not a substitute for emergency services or professional safeguarding support. If a child is in immediate danger, call 999 (UK) or 911 (US) now.
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Last reviewed: 2026-04-19. This page provides general educational information, not legal or professional safeguarding advice. UK helplines and legislation may change — verify current details with the relevant organisation.