How it works

Requirements Step 1: Submit Case Step 2: Preliminary Review Step 3: Platform Statement Step 4: Case Examination Step 5: Decision

The Dispute Settlement Process: Requirements

To review your case, we require the following:

A decision by a social media platform that affects you, such as the removal of a post, suspension of your account, or a decision not to remove reported content.
Key details, such as the platform’s notification of that decision, a specific case ID (if available), any relevant information and context to fully understand the case.

Scenario 1: Action Taken Against You
If the platform has taken action against you, such as removing a post, we will evaluate whether this decision was legally justified.

Scenario 2: No Action Taken After a Report
If you reported content and the platform informed you that it will leave the content on the platform, we will examine whether the platform was obligated to act.

Step 1: Submit Your Case

Your case can be submitted easily and securely via our online form. Please provide the following:

Details about the platform and the case.
Relevant files (e.g., screenshots, platform notifications).
Your contact details.

Once your case is submitted, you will receive a confirmation. We organize the information and prepare it for review in compliance with our Privacy Policies and the GDPR.

Step 2: Preliminary Review by Qualified Lawyers

Our preliminary review combines technology with legal expertise:

Technical Assistance: Our systems structure your input and ensure all necessary data is available. Missing information will be requested.
Human Oversight: Every case is reviewed by a qualified lawyer who assesses the relevance of the information and jurisdiction according to our procedural rules. At this stage, we also determine whether we have jurisdiction over your case.
Jurisdiction Check: For example, we verify whether the case involves an issue in Europe. More details about our jurisdiction can be found here:

Step 3: Platform Statement

After completing the preliminary review, we initiate the procedure with the involved social media platform. We request the necessary data for the decision and ask for a statement.

If the platform provides a substantive response regarding the procedure, we will forward the corresponding reply to you. Thus, we ensure that both parties are granted the right to be heard. The deadline is 7 days in each case and can be extended by up to 14 days.

Step 4: Case Examination

At the end of our review, you will receive a detailed, legally reasoned decision:

For actions taken: We make decisions on complaints from individuals whose content has been removed or moderated by social media platforms.

For decision to leave reported content on the platform: We evaluate whether the platform was obliged to act.

Although the decision is not binding, platforms are required to cooperate and thoroughly assess whether there is any valid reason not to implement it. Because the decisions of User Rights are well reasoned, platforms are likely to implement them.

Step 5: Decision

At the conclusion of our review, you will receive a detailed, legally justified decision:

For Actions: We decide on complaints from individuals whose social media posts have been deleted or moderated.
For Inaction: We assess whether the platform should have taken action.

The decision is not binding. However, platforms are required to cooperate with us and thoroughly evaluate whether there are grounds for not implementing the decision.

SUBMIT A CASE

Why This Procedure?

Dispute Resolution: A fair and lawful process developed for both parties.
Expertise: Legal decisions are made exclusively by qualified legal professionals.
Efficiency: Technical support ensures efficient and precise case handling.
Independence: Our dispute settlement body is independent and impartial, funded solely through the fees we charge.
Transparency: Every decision is clearly documented and easy to understand.

Our approach provides a fast and thorough process to give you the best possible support.

Frequently Asked Questions:

Reported content or account kept online
Account suspension or deactivation
Removal or modification of content (obscuring, blurring, or adding labels or warnings)
Limitations on the visibility and reach of an account or content
Restrictions on monetisation and advertising
Temporary restrictions on account functionalities (content creation, posting links, live streaming, etc.)

A screenshot of the platform’s notification It must clearly show the measure taken (e.g., content removed, account suspended), the date, and the reason given. Please provide only one content-moderation notification per complaint.
If the complaint concerns content or an account you reported, please include a screenshot of the specific content or account.
If you claim that an account is impersonating you, please provide a document that allows us to verify your identity.

These documents, together with your explanation and contextual information, serve as the evidence our legal reviewers will consider (alongside the platform’s submission) to issue a non-binding decision.

Account compromise due to hacking If someone hacks your account, it’s a security issue, not a moderation issue. User Rights can only help you with moderation issues on social-media platforms.
Lost password If you forget your password, it’s a login problem, not a moderation issue.
Restriction on direct messages
Questionable content via direct message e.g., offensive comments or inappropriate images.
Restriction based on automated behaviour e.g., spamming.
Notification older than six months We cannot process your complaint if you received the notification from the platform more than six months ago.
Not located or without an address in the EU We can only process complaints from users who are located in, or have a registered address within, the European Union.
Platform’s rules or national laws not (yet) covered You can find a current overview of the community standards and legal provisions that User Rights can review here.
Platform not (yet) covered We currently review cases involving Instagram, Facebook, TikTok, LinkedIn, and Pinterest. If your case concerns another platform (e.g., YouTube), it’s currently out of scope.
Language not (yet) covered The restricted or reported content must be in English, German, French, or Italian.

User Rights does not charge any fees to individuals or organisations who bring a dispute.

Our dispute-settlement procedure is free of charge for users and organisations. The costs are covered by the social-media or online platform involved in the dispute.

We apply a graduated fee structure internally, based on the complexity of the case. These fees are paid by the social media platform – not by you.

You will receive email updates at each step of the process.

Our team carefully reviews all submitted documents. If your case falls outside our certification scope, we will inform you by email and close your case. If any information is missing, we will contact you by email so that you can provide the required information.
The platform has 7 days to submit additional information or to reverse its content moderation decision. This period may be extended to 21 days. If the platform does not respond within the given timeframe, User Rights will continue the review based on the information you provided and may rule in your favour.
Our legal experts issue a non-binding decision within 90 days of your case submission. In particularly complex cases, this period may be extended to 180 days. The decision will be sent to both you and the platform, which then decides whether to implement it.

It depends on why the social-media platform took action against you, or why you reported content.

If the platform took action against you for allegedly violating its community standards, User Rights will verify whether you actually did. If the platform’s decision raises fundamental rights concerns, User Rights will also examine whether the platform’s action respects those rights.
If the platform took action against you for allegedly violating the law, User Rights will determine whether a legal violation actually occurred.
If you reported content for violating community standards, User Rights will check whether it truly does.
If you reported content because you believe it breaks the law, User Rights will assess whether the content is indeed illegal.

Please note that User Rights is not authorised to review all community standards of social-media platforms or all legal provisions. You can find an overview of the community standards and legal provisions that User Rights can review here.

Need More Information?

FAQ Rules of Procedure Fee Schedule Terms of Use Privacy Policy

SUBMIT A CASE

For these platforms, we will review your case:

How it works

The Dispute Settlement Process: Requirements

To review your case, we require the following:

A decision by a social media platform that affects you, such as the removal of a post, suspension of your account, or a decision not to remove reported content.

Key details, such as the platform’s notification of that decision, a specific case ID (if available), any relevant information and context to fully understand the case.

Scenario 1: Action Taken Against You
If the platform has taken action against you, such as removing a post, we will evaluate whether this decision was legally justified.

Scenario 2: No Action Taken After a Report
If you reported content and the platform informed you that it will leave the content on the platform, we will examine whether the platform was obligated to act.

Step 1: Submit Your Case

Your case can be submitted easily and securely via our online form. Please provide the following:

Details about the platform and the case.

Relevant files (e.g., screenshots, platform notifications).

Your contact details.

Once your case is submitted, you will receive a confirmation. We organize the information and prepare it for review in compliance with our Privacy Policies and the GDPR.

Step 2: Preliminary Review by Qualified Lawyers

Our preliminary review combines technology with legal expertise:

Technical Assistance: Our systems structure your input and ensure all necessary data is available. Missing information will be requested.

Human Oversight: Every case is reviewed by a qualified lawyer who assesses the relevance of the information and jurisdiction according to our procedural rules. At this stage, we also determine whether we have jurisdiction over your case.

Jurisdiction Check: For example, we verify whether the case involves an issue in Europe. More details about our jurisdiction can be found here:

Step 3: Platform Statement

Step 4: Case Examination

Step 5: Decision

At the conclusion of our review, you will receive a detailed, legally justified decision:

For Actions: We decide on complaints from individuals whose social media posts have been deleted or moderated.

For Inaction: We assess whether the platform should have taken action.

The decision is not binding. However, platforms are required to cooperate with us and thoroughly evaluate whether there are grounds for not implementing the decision.

Dispute Resolution: A fair and lawful process developed for both parties.

Expertise: Legal decisions are made exclusively by qualified legal professionals.

Efficiency: Technical support ensures efficient and precise case handling.

Independence: Our dispute settlement body is independent and impartial, funded solely through the fees we charge.

Transparency: Every decision is clearly documented and easy to understand.

Our approach provides a fast and thorough process to give you the best possible support.

Need More Information?

For these platforms, we will review your case:

How it works

The Dispute Settlement Process: Requirements

To review your case, we require the following:

A decision by a social media platform that affects you, such as the removal of a post, suspension of your account, or a decision not to remove reported content.

Key details, such as the platform’s notification of that decision, a specific case ID (if available), any relevant information and context to fully understand the case.

Scenario 1: Action Taken Against YouIf the platform has taken action against you, such as removing a post, we will evaluate whether this decision was legally justified.

Scenario 2: No Action Taken After a ReportIf you reported content and the platform informed you that it will leave the content on the platform, we will examine whether the platform was obligated to act.

Step 1: Submit Your Case

Your case can be submitted easily and securely via our online form. Please provide the following:

Details about the platform and the case.

Relevant files (e.g., screenshots, platform notifications).

Your contact details.

Once your case is submitted, you will receive a confirmation. We organize the information and prepare it for review in compliance with our Privacy Policies and the GDPR.

Step 2: Preliminary Review by Qualified Lawyers

Our preliminary review combines technology with legal expertise:

Technical Assistance: Our systems structure your input and ensure all necessary data is available. Missing information will be requested.

Human Oversight: Every case is reviewed by a qualified lawyer who assesses the relevance of the information and jurisdiction according to our procedural rules. At this stage, we also determine whether we have jurisdiction over your case.

Jurisdiction Check: For example, we verify whether the case involves an issue in Europe. More details about our jurisdiction can be found here:

Step 3: Platform Statement

Step 4: Case Examination

Step 5: Decision

At the conclusion of our review, you will receive a detailed, legally justified decision:

For Actions: We decide on complaints from individuals whose social media posts have been deleted or moderated.

For Inaction: We assess whether the platform should have taken action.

The decision is not binding. However, platforms are required to cooperate with us and thoroughly evaluate whether there are grounds for not implementing the decision.

Dispute Resolution: A fair and lawful process developed for both parties.

Expertise: Legal decisions are made exclusively by qualified legal professionals.

Efficiency: Technical support ensures efficient and precise case handling.

Independence: Our dispute settlement body is independent and impartial, funded solely through the fees we charge.

Transparency: Every decision is clearly documented and easy to understand.

Our approach provides a fast and thorough process to give you the best possible support.

Need More Information?

Scenario 1: Action Taken Against You
If the platform has taken action against you, such as removing a post, we will evaluate whether this decision was legally justified.

Scenario 2: No Action Taken After a Report
If you reported content and the platform informed you that it will leave the content on the platform, we will examine whether the platform was obligated to act.