​Last Updated: 10 October 2025
Contact: hello@mysoulconnector.co.uk

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1. Purpose

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At My Soul Connector, we are committed to building a platform founded on emotional safety, authenticity, and trust. Every member of our community must meet our strict verification and safeguarding standards before joining.

Occasionally, decisions may be made to restrict, suspend, or terminate a member’s account, or to decline an application following background checks or policy breaches. This Appeals Policy outlines how those decisions are reviewed, the process for submitting an appeal, and the standards we uphold when handling your information.

Our aim is to ensure fairness, accountability, and transparency, while maintaining our zero-tolerance approach to harm, abuse, or deception.

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2. Scope of This Policy:

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You may submit an appeal if:

• Your account has been restricted, suspended, or permanently terminated.

• Your membership application has been declined following identity or background checks.

• You have received a warning, compliance notice, or behavioural flag for breaching our Terms & Conditions or Community Standards.

• You believe there has been an error or misunderstanding in how your case was reviewed.

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You cannot appeal:

• Verified evidence of criminal, abusive, or exploitative behaviour.

• Cases involving falsified ID, fraud, or attempts to bypass safety checks.

• Decisions required by law enforcement, safeguarding authorities, or court orders.

• Situations where public record data (e.g., court, police, or regulatory findings) is accurate and verifiable.

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3. Verification & Background Checks:

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To protect our members, My Soul Connector uses a comprehensive screening process that combines identity verification, behavioural review, and public record checks. These include:

• Government-issued ID and live selfie verification to confirm identity.

• Cross-checks against public court databases and safeguarding lists to identify potential risks.

• Language and behavioural analysis within the platform to detect signs of manipulation, aggression, or predatory behaviour.

• Fraud-detection and duplicate-account prevention systems.

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If your application or account was restricted or declined as a result of these checks, you will receive written notice explaining the reason.

You may appeal if you believe that:

• The data used was inaccurate, incomplete, or outdated; or

• The decision was based on incorrect interpretation of the available information.

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You may be asked to supply supporting evidence such as a recent DBS certificate, court record correction, official documentation, or a character reference from a verified professional.

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4. How to Submit an Appeal:

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Appeals must be submitted in writing within 14 calendar days of receiving the decision notice.

Send your appeal to:

          📧 hello@mysoulconnector.co.uk
          Subject line: Appeal – [Your Full Name]

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Please include:

1. Your full name and registered email address.

2. The date and nature of the action taken (e.g., suspension, declined application, etc.).

3. A clear explanation of why you believe the decision was incorrect or unfair.

4. Any supporting documentation or evidence to support your case.

Incomplete or anonymous submissions cannot be accepted.

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5. Appeal Review Process:

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Appeals are reviewed directly by our internal Compliance Team, which consists of the platform founders or designated team members.

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During the review:

• We may request additional evidence or clarification from you.

• Internal logs, verification data, and communications may be examined.

• Background or identity records may be rechecked for accuracy.

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You will receive written confirmation when your appeal is received.

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Most reviews are completed within 21 working days, though more complex cases may take longer.

Once a decision is reached, you will be notified in writing with a full explanation of the outcome.

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6. Possible Outcomes:

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After the review, one of the following outcomes will apply:

• Decision Upheld: The original action remains in place.

• Decision Modified: The restriction or limitation may be reduced or amended.

• Decision Overturned: The action is lifted, and your membership or account is reinstated.

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Where relevant, we will provide advice on how to remain compliant going forward.

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7. Safeguarding and Zero-Tolerance Policy:

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My Soul Connector maintains a zero-tolerance policy toward harm, exploitation, or abuse. Appeals will not be accepted or reviewed if the case involves:

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• Verified incidents of harassment, stalking, abuse, or violence.

• Any attempt to deceive, manipulate, or exploit another member.

• Evidence of criminal conduct, grooming, or coercive behaviour.

• Attempts to falsify ID, background information, or screening data.

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Where required, we will report concerns to law enforcement or safeguarding authorities under our legal Duty of Care. These reports cannot be withdrawn or appealed once made.

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8. Data Protection & Confidentiality:

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All appeal information is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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We treat every appeal with the utmost confidentiality. Information is only used to:

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• Verify the facts of your case.

• Ensure decisions are fair and evidence-based.

• Comply with our safeguarding and record-keeping obligations.

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Data will be retained securely for audit and compliance purposes, then deleted in line with our Data Retention Policy.

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9. Fairness, Transparency & Accountability:

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Our appeals process is built on three principles:

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• Fairness: Every member is entitled to an impartial review.

• Transparency: We will always explain the reason for our decisions.

• Accountability: Our Compliance Team is required to justify each appeal outcome against our written policies and ethical framework.

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We aim to balance compassion and second chances with the duty to protect all members from potential harm.

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10. Final Decision:

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All appeal outcomes are final.

However, if new, verifiable evidence emerges after a decision has been made, a secondary review may be considered at the discretion of the Compliance Team.

Repeated appeals on the same matter without new evidence will not be reviewed.

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11. Contact Us:

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If you have any questions about this Appeals Policy or the appeals process, please contact:

📧 hello@mysoulconnector.co.uk

Website: www.mysoulconnector.co.uk