Learn how to raise a complaint with adultway and how we handle it.
Last updated: 13 April 2026
This Complaint Policy is published by Trusted Media Limited (company number 08153782), whose registered office is at 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX (“adultway”, “we”, “our”, or “us”).
We are committed to delivering a high standard of service across adultway.com (the “Website”) and all associated products, features, and communication channels (collectively, the “Services”). We recognise, however, that there may be occasions when you are not fully satisfied with your experience. This policy explains how you can bring a complaint to our attention, what you can expect from us when you do, and how we will work to put things right.
We maintain a dedicated support function whose role is to receive, triage, and resolve user complaints. Every member of the team is trained to handle enquiries with courtesy, discretion, and objectivity. All complaints are treated in strict confidence and are assessed on their merits, regardless of who raises them. Our aim is to resolve every matter as swiftly as circumstances allow whilst ensuring a fair and balanced outcome.
If you wish to make a formal complaint, please contact our support team by sending an email to hello@adultway.com. You may also reach us by writing to:
Trusted Media Limited
27 Old Gloucester Street, London, United Kingdom, WC1N 3AX
To enable us to investigate your complaint efficiently, we ask that you provide the following details where possible:
The more information you provide at the outset, the more effectively we can assess and address the matter.
Once we have received your complaint, our support team will send you an acknowledgement by email within seventy-two (72) hours. The acknowledgement will confirm that your complaint has been logged, provide a reference number for future correspondence, and outline the next steps.
Each complaint is subject to a thorough and impartial review. We will examine the facts, consult any relevant records, and, where necessary, seek input from other teams within the organisation. Our target is to reach a resolution within seven (7) business days of acknowledgement. Where a complaint is particularly complex and requires additional time, we will inform you of the revised timeline and keep you updated on progress at regular intervals.
Where an investigation reveals content that is unlawful or in breach of our Terms of Service or Community Guidelines, we will take immediate action, which may include the removal of the content in question. Further information about how we moderate content can be found in our Content Moderation Policy and our Content Removal Policy.
When the investigation is complete, we will notify you of the outcome in writing. Our response will summarise the findings, detail any corrective measures we have taken or intend to take, and, where appropriate, explain the reasoning behind our decision. We may also invite your feedback on the complaints process itself so that we can continue to refine and improve the way we handle concerns.
If you are not satisfied with the resolution we have offered, you have the right to request an escalation. To do so, please reply to our support team within thirty (30) days of receiving the outcome, clearly setting out the reasons why you consider the original decision to be inadequate.
Escalated complaints are reviewed by a senior member of staff or a panel that was not involved in the initial investigation. They will re-examine the matter in its entirety, taking into account any new information you provide. You will be notified of the outcome of the escalation within a reasonable timeframe, and we will explain the basis for the final decision.
If you have any questions about this policy, or if you wish to raise a complaint, please contact us at hello@adultway.com or write to:
Trusted Media Limited
27 Old Gloucester Street, London, United Kingdom, WC1N 3AX