Online Safety Act 2023 · CHAPTER 3 Providers of search services: duties of care

32 Duties about complaints procedures

s. 32 · in force: yes

Captured statutory text (L5)

32 Duties about complaints procedures

(1)This section sets out the duties about complaints procedures which apply in relation to all regulated search services.

(2)A duty to operate a complaints procedure in relation to a service that—

(a)allows for relevant kinds of complaint to be made (as set out under the headings below),

(b)provides for appropriate action to be taken by the provider of the service in response to complaints of a relevant kind, and

(c)is easy to access, easy to use (including by children) and transparent.

(2A)The duty in subsection (2) includes a duty to operate an expedited complaints procedure in relation to complaints within subsection (4)(a), (b)(i) or (b)(ii) that—

(a)are made by users or affected persons who have made an intimate image content report (see section 31A(2)), and

(b)are about the search content to which the report relates.

(3)A duty to make the policies and processes that govern the handling and resolution of complaints of a relevant kind publicly available and easily accessible (including to children).

All services

(4)The following kinds of complaint are relevant for all services—

(a)complaints by users and affected persons about search content which they consider to be illegal content;

(b)complaints by users and affected persons if they consider that the provider is not complying with a duty set out in—

(i)section 27 (illegal content),

(ii)section 31 (content reporting), or

(iii)section 33 (freedom of expression and privacy);

(c)complaints by an interested person if the provider of a search service takes or uses measures in order to comply with a duty set out in section 27 that result in content relating to that interested person no longer appearing in search results or being given a lower priority in search results;

(d)complaints by an interested person if—

(i)the use of proactive technology on a search service results in content relating to that interested person no longer appearing in search results or being given a lower priority in search results, and

(ii)the interested person considers that the proactive technology has been used in a way not contemplated by, or in breach of, the provider’s policies on its use (for example, by affecting content not of a kind specified in those policies as a kind of content in relation to which the technology would operate).

Services likely to be accessed by children

(5)The following kinds of complaint are relevant for services that are likely to be accessed by children—

(a)complaints by users and affected persons about search content which they consider to be content that is harmful to children;

(b)complaints by users and affected persons if they consider that the provider is not complying with a duty set out in section 29 (children’s online safety);

(c)complaints by an interested person if the provider of a search service takes or uses measures in order to comply with a duty set out in section 29 that result in content relating to that interested person no longer appearing in search results or being given a lower priority in search results;

(d)complaints by a user who is unable to access content because measures used to comply with a duty set out in section 29(2) or (3) have resulted in an incorrect assessment of the user’s age.

Interpretation

(6)In this section— “affected person” has the meaning given by section 31; “interested person” has the meaning given by section 227(7).

(7)See also, in relation to duties set out in this section, section 33 (duties about freedom of expression and privacy).

Full captured verbatim text

(1) This section sets out the duties about complaints procedures which apply in relation to all regulated search services.

(2) A duty to operate a complaints procedure in relation to a service that—

(a) allows for relevant kinds of complaint to be made (as set out under the headings below),

(b) provides for appropriate action to be taken by the provider of the service in response to complaints of a relevant kind, and

(c) is easy to access, easy to use (including by children) and transparent.

(2A) The duty in subsection (2) includes a duty to operate an expedited complaints procedure in relation to complaints within subsection (4)(a), (b)(i) or (b)(ii) that—

(a) are made by users or affected persons who have made an intimate image content report (see section 31A(2)), and

(b) are about the search content to which the report relates.

(3) A duty to make the policies and processes that govern the handling and resolution of complaints of a relevant kind publicly available and easily accessible (including to children).

All services(4) The following kinds of complaint are relevant for all services—

(a) complaints by users and affected persons about search content which they consider to be illegal content;

(b) complaints by users and affected persons if they consider that the provider is not complying with a duty set out in—

(i) section 27 (illegal content),

(ii) section 31 (content reporting), or

(iii) section 33 (freedom of expression and privacy);

(c) complaints by an interested person if the provider of a search service takes or uses measures in order to comply with a duty set out in section 27 that result in content relating to that interested person no longer appearing in search results or being given a lower priority in search results;

(d) complaints by an interested person if—

(i) the use of proactive technology on a search service results in content relating to that interested person no longer appearing in search results or being given a lower priority in search results, and

(ii) the interested person considers that the proactive technology has been used in a way not contemplated by, or in breach of, the provider’s policies on its use (for example, by affecting content not of a kind specified in those policies as a kind of content in relation to which the technology would operate).

Services likely to be accessed by children(5) The following kinds of complaint are relevant for services that are likely to be accessed by children—

(a) complaints by users and affected persons about search content which they consider to be content that is harmful to children;

(b) complaints by users and affected persons if they consider that the provider is not complying with a duty set out in section 29 (children’s online safety);

(c) complaints by an interested person if the provider of a search service takes or uses measures in order to comply with a duty set out in section 29 that result in content relating to that interested person no longer appearing in search results or being given a lower priority in search results;

(d) complaints by a user who is unable to access content because measures used to comply with a duty set out in section 29(2) or (3) have resulted in an incorrect assessment of the user’s age.

Interpretation(6) In this section—

“affected person” has the meaning given by section 31;

“interested person” has the meaning given by section 227(7).

(7) See also, in relation to duties set out in this section, section 33 (duties about freedom of expression and privacy).

What this provision means

Model summary, checked against the text on the left.

Relevance to Signicat: 3/3 · detailed summary (L4) Status: ok · Stored artifact; current recipe verification unavailable

Requires search providers to maintain transparent complaints procedures, including complaints regarding incorrect age assessments.

(2) A duty to operate a complaints procedure in relation to a service that—

(2A) The duty in subsection (2) includes a duty to operate an expedited complaints procedure in relation to complaints within subsection (4)(a), (b)(i) or (b)(ii) that—

(d) complaints by a user who is unable to access content because measures used to comply with a duty set out in section 29(2) or (3) have resulted in an incorrect assessment of the user’s age.

Under subsections (2) and (3), providers must operate accessible, transparent complaints procedures taking appropriate action, with publicly available policies. Under subsection (2A), providers must operate expedited complaints procedures for complaints relating to intimate image content reports. Under subsections (4) and (5), complaints procedures must cover illegal content, duty compliance, content demotion or removal, proactive technology misuse, harmful content to children, and complaints by users unable to access content due to incorrect age assessments under child safety measures.

age_assurance.document_or_eid_basedage_assurance.estimationorchestration.workflow_risk_decisioning

Refers to

No captured references.

Referred to by

cross-reference internal_cite · Sch. 4 para. 10

cross-reference internal_cite · Sch. 4 para. 12

cross-reference internal_cite · s. 104

cross-reference internal_cite · s. 131

cross-reference internal_cite · s. 216

cross-reference internal_cite · s. 216A

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synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-4

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-5

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-6

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-7

synthesis coverage: missing/unverified L2 schedule-17-part-1

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-1

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-2

synthesis coverage: missing/unverified L2 schedule-17-part-2

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-3

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-4

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-5

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-6

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-7

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-8

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-9

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-10

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-11

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-12

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-13

synthesis coverage: missing/unverified L2 schedule-17-part-3

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-14

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-15

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-16

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-17

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-18

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-19

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-20

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-21

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-22

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-23

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-24

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-25

synthesis coverage: missing/unverified L2 schedule-17-part-4

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-26

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-27

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-28

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-29

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-30

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-31

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-32

Instrument tier unavailable

Change history as published

S. 209 omitted (25.7.2025) by virtue of Online Safety Act 2023 (c. 50), ss. 210(3)(a), 240(1); S.I. 2025/888, reg. 2

Sch. 7 para. 30 omitted (10.12.2024) by virtue of The Online Safety Act 2023 (Priority Offences) (Amendment) Regulations 2024 (S.I. 2024/1188), regs. 1(2), 2(3)

Sch. 16 omitted (25.7.2025) by virtue of Online Safety Act 2023 (c. 50), ss. 210(3)(b), 240(1); S.I. 2025/888, reg. 2 · repeated 7×

Pending effects amendments not yet applied to this text

s. 160(5)(d) words substituted by The Data (Use and Access) Act 2025 (Consequential Amendments and Transitional Provision) Regulations 2026 Sch. 2 para. 26(1)para. 26(2)(k) · Effective date unknown · s. 160

s. 226 applied by Crime and Policing Act 2026 s. 27(3)(a) · Effective date unknown · s. 226

s. 236(5)(6) applied by Crime and Policing Act 2026 s. 27(3)(b) · Effective date unknown · s. 236

Sch. 7 para. 29 words substituted by Crime and Policing Act 2026 s. 104(5)(a) · Effective date unknown · Sch. 7 para. 29

Sch. 7 para. 29(a)(b) substituted for words by Crime and Policing Act 2026 s. 104(5)(b) · Effective date unknown · Sch. 7 para. 29

Show all 24

Sch. 7 para. 29(c) inserted by Crime and Policing Act 2026 s. 106(7) · Effective date unknown · Sch. 7 para. 29

Sch. 7 para. 29(d) inserted by Crime and Policing Act 2026 s. 107(5) · Effective date unknown · Sch. 7 para. 29

s. 184 and cross-heading repealed by Crime and Policing Act 2026 s. 136(5) · Effective date unknown

s. 101(A1)(a) words inserted by Crime and Policing Act 2026 s. 247(3)(a) · Effective date unknown · s. 101

s. 102(5A)(c)(i)(ii) substituted for words by Crime and Policing Act 2026 s. 247(4) · Effective date unknown · s. 102

s. 66(1)(2) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(a) · Effective date unknown · s. 66

s. 66(7)-(10) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(b)(2) · Effective date unknown · s. 66

s. 69 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(c)(2) · Effective date unknown · s. 69

s. 100(6)(a)(iii) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(d)(2) · Effective date unknown · s. 100

s. 104(13)(a)(xii) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(e)(2) · Effective date unknown · s. 104

s. 120(2)(a) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(f)(2) · Effective date unknown · s. 120

s. 199 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 199

s. 200 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 200

s. 201 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 201

s. 202 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 202

s. 203 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 203

s. 204(2)-(4) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 204

s. 205 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 205

Sch. 8 para. 12 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(h)(2) · Effective date unknown · Sch. 8 para. 12

Provenance

Every claim the system makes about this text is traceable to these identifiers.

Instrument: uk:ukpga/2023/50
Part: CHAPTER 3 Providers of search services: duties of care
Version: f801ecb26b0a4b5cb23fd0fb…
Content hash: sha256 4c170584a65b7118e7347397…
Source: legislation.gov.uk/ukpga/2023/50