If something went wrong in an online friend match, or you’re unhappy with how we handled a report, tell us. This page explains how to complain, what happens next and how to appeal. For purchases, moving to a new phone or your account, see support.

If anyone is in immediate danger, call 999. If you’re worried that someone is trying to groom or sexually abuse a child online, report it to CEOP, the National Crime Agency’s child protection command, at ceop.police.uk.

What you can complain about

a player’s behaviour in a lobby or a match, such as harassment or cheating;
a player’s name;
a decision we made about a report, or a name our word filter stopped or let through;
how we look after online play, if you think we should be doing something differently.

You can also report a player straight from the game: see the community rules.

How to complain

Email [email protected] with “Online complaint” in the subject line. Tell us:

what happened, and when (the date and roughly the time);
the name the player showed, if it’s about a player;
the match code, if you have it;
your PLAYER ID from Settings › Account, if you’d like us to find a report you sent from the game.

Please don’t send us passwords, or anyone’s address or phone number.

What happens next

We reply within 7 days to say what we’ve done or what happens next. We read every complaint, check any reports that go with it, and act where the community rules have been broken, for example by adding a name to the word filter in the next update. If a complaint suggests a crime, we may pass it to the police.

Appeals

If you disagree with a decision we made, for example because the word filter stopped a name you think is fine, reply to our email and tell us why. We’ll look at it again and reply within 7 days. If we agree, we’ll put it right in the next update.

Your data

We keep complaint emails for 12 months after the conversation ends, as our privacy policy explains. If your complaint is about how we use your personal data and we can’t put it right, you can complain to the Information Commissioner’s Office: ico.org.uk/make-a-complaint or 0303 123 1113.