Complaints

This site is run by one person, so there is no call centre and no complaints department. What there is instead is a clear, published route to a human, and a commitment to answer.

The aim is simple. You should know where to write, what to include, how long a reply takes, and what can be done about your concern.

Use this procedure for concerns such as:

• content that reads as offensive, biased, or inappropriate;
• an accessibility barrier that stops you using a page with a screen reader, keyboard, or assistive technology;
• a broken feature, a page that will not load, or a quiz that behaves incorrectly;
• an exercise that misrepresents a profession, a group, or a named organisation;
• concern about how an earlier message from you was handled;
• anything about privacy or how your data was treated.

Two kinds of issue are handled better elsewhere, and going straight there will get you a quicker result.

• Factual errors. If a claim, statistic, or explanation is wrong, that is a correction rather than a complaint. Send it the way described on Methodology. Corrections are usually acted on within days.
• Copyright. If you believe your work has been used without permission, follow the notice procedure on the Copyright page.

Email contact@criticalthinkingexercise.org or use the contact form. Putting the word Complaint in the subject line helps it get picked up quickly.

There is no form to fill in and no reference number to quote. Plain email is fine.

The more specific your report, the faster it can be acted on. Where you can, please include:

• the URL of the page concerned;
• what happened, or which passage is the problem;
• why it concerns you;
• what outcome you would like to see;
• for technical faults, your browser and device, plus a screenshot if you have one.

You do not have to give your real name. An anonymous report is still investigated, though without a reply address we cannot tell you the outcome.

We aim to acknowledge every complaint within five working days. The acknowledgement confirms we have it and tells you who is handling it.

We aim to give a full response within thirty calendar days. If a complaint needs more time, for instance because it requires rechecking sources or rebuilding part of a page, we will tell you and give a revised date.

Urgent safety, privacy, or accessibility issues are prioritised ahead of everything else.

Every complaint is read in full by the site operator. Where the complaint concerns content, the relevant page and its sources are reviewed against the standard set out on the Methodology page.

Where it concerns a technical fault, the issue is reproduced before a fix is attempted. We will tell you honestly if we cannot reproduce it.

A complaint can end in any of the following ways:

• the content is corrected, rewritten, or removed;
• a clarification or source note is added to the page;
• a technical fault is fixed;
• a change is scheduled, with an honest estimate of when;
• the complaint is not upheld, with an explanation of the reasoning.

You will be told which outcome applies, and why. Substantive corrections to published material are noted on the page where they matter to a reader.

If the response does not resolve your concern, reply and say so. Ask for the complaint to be reviewed again, and explain which part of the answer you disagree with. A second review is always available.

Because the site is run by one person, that review is carried out by the same person. We will not pretend otherwise. Where a matter falls under data-protection law, you also have the right to complain to your national data-protection authority, as described in the Privacy Policy.

Complaint correspondence is kept only for as long as it is useful for handling the issue and spotting repeat problems. It is not published, shared, or used for any other purpose. You may ask for your correspondence to be deleted at any time.