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The small print

If something has gone wrong

We would much rather hear about it than not. Here is how to tell us, and what happens next.

Last updated 16 September 2026

How to complain

Email stories@sendmystory.co.uk with “Complaint” in the subject line. Please include:

  • your name, and your story reference if you have one (it starts SMS-);
  • what went wrong, and when; and
  • what you would like us to do about it.

What happens next

  1. We confirm we have your complaint within 2 working days, and tell you who is dealing with it.
  2. A senior member of the team looks into it and, where they can, talks it through with you.
  3. We send you a full reply within 14 days. If we need longer, we tell you why and when to expect it.

If you are still unhappy

  • About your personal information: you can complain to the Information Commission, still known as the ICO, at ico.org.uk or on 0303 123 1113.
  • About something a newspaper or website published: the publication is responsible for what it publishes, so contact it first. Most UK newspapers and news sites are regulated by IPSO (ipso.co.uk), and some by IMPRESS. We will help you find the right contact.
  • About a payment or our service: you can seek independent advice from Citizens Advice (citizensadvice.org.uk), or take the matter to court.

Something that is not a complaint?

To withdraw a story, change a detail, or ask for your information to be deleted, just email us. You do not need to make a complaint for any of those. See the contact page.