How to file a complaint against a platform

What to prepare?

Your identification details (name, date of birth, address, email address or electronic mailbox for correspondence)

The platform whose decision you are challenging (e.g., Facebook, YouTube, TikTok, X)

The reference number assigned to you by the platform in its internal proceedings (if any) – this will help us obtain the relevant records

A description of what happened and what you are seeking,

Any evidence you have available: screenshots, copies of communication with the platform, links to the original content, and similar materials

What if I don't have a reference number?

If you don't have a reference number, that's not a problem. Just describe in as much detail as possible what content or account you're referring to and what happened to it.

How the proceedings work?

Filing the complaint

After submitting your complaint, you will receive an automatic confirmation of receipt

Admissibility review

We verify that the complaint meets the formal requirements and falls within our scope. If anything is missing, we will ask you to supplement it within 15 working days

Assignment to an ombudsman

We will assign the case to an independent ombudsman based on his or her area of expertise. In more complex cases, a three-member panel will make the decision.

Platform's response

We will ask the platform to respond and submit its supporting documents within 15 business days. According to the DSA, the platform is required to cooperate with us in good faith.

Additional submissions if needed

During the proceedings, the Ombudsman may request additional information from both parties. We will forward any supplementary statements to you, and you will be given a reasonable amount of time to respond.

Decision

The ombudsman issues a reasoned decision, which you will receive electronically.

Fees

For you as the user filing the complaint, the proceedings are free of charge. The costs are borne by the online platform provider in accordance with a transparent schedule of fees, which is publicly available on our website. If we decide the dispute in your favor, the platform provider is also required to reimburse you for any demonstrably incurred reasonable expenses related to the proceedings. If we decide the dispute in favor of the platform, you are not required to cover any of its costs.

Time limits

We issue our decisions within a reasonable time, no later than 90 calendar days from receipt of the complete complaint. In exceptionally complex disputes, this period may be extended, but only up to a total of 180 days; we will always inform you in advance of any such extension.

Binding nature

A decision by the Digital Ombudsman is not legally binding on the parties – it has the character of an expert and impartial assessment of the matter. It therefore does not prevent you from bringing the same matter before a court.
In practice, however, our decisions carry significant weight: under the DSA, platforms are required to engage with the proceedings in good faith, reasoned decisions are typically respected, and in the event of subsequent court proceedings they serve as an important expert reference.

FAQs

How much will it cost me?

For you as a user, the proceedings are entirely free of charge, regardless of the outcome. The costs are covered by the online platform provider in accordance with a transparent schedule of fees, which is publicly available on our website.

How long do the proceedings take?

We try to make decisions as quickly as possible. We issue our decisions no later than 90 calendar days from receipt of the complete complaint. In exceptionally complex cases, this period may be extended, but only up to a total of 180 days. We will always inform you in advance of any such extension.

Is the decision binding on the platform?

The decision is not legally binding – under Article 21 of the DSA, it constitutes an expert and impartial assessment of the matter. In practice, however, the decision carries real weight: under the DSA, platforms are required to engage with the proceedings in good faith, and reasoned decisions are typically respected. In the event of court proceedings, they also serve as an important expert reference.

Can all EU citizens file a complaint with the Digital Ombudsman?

Anyone who uses an online platform operating in the European Union can turn to us, regardless of citizenship. We conduct proceedings in Czech, Slovak, and English.

Which platforms can I file a complaint against?

You can turn to us with a dispute against any provider of an online platform operating in the EU or having users in the EU, regardless of where it is based. The only exception is micro-enterprises and small businesses – out-of-court dispute settlement under Article 21 of the DSA is not available against them. This restriction does not, however, apply to so-called Very Large Online Platforms (VLOPs), which fall within our scope regardless of size – these typically include Facebook, Instagram, YouTube, TikTok, X, LinkedIn, and other major services.

Do I first have to exhaust the platform's internal appeal process?

No, this is not required. You can turn to us directly. If you have gone through the internal appeal, please attach its outcome and any reference number – it will speed up the proceedings.

Can I file a complaint anonymously?

No. In order to conduct the proceedings and deliver decisions to you, we need your identification details and an electronic address for correspondence (email or electronic mailbox). We handle your personal data in accordance with the GDPR – details can be found in our privacy policy.

Do I need to have a reference number?

No, this is not a requirement. If you have one, it will make the proceedings easier – we can obtain most of the required information directly from the platform based on the number. If you don't have one, it is enough to describe in the form as precisely as possible which content or account is involved and what happened to it, and to attach any available evidence (screenshots, communication with the platform).

Where do I get the reference number from the online platform?

Platforms usually include it in the notification of their decision – in the email about content removal, account blocking, or in the outcome of an internal appeal. You can also find it in your account settings, in the section on reports or content moderation. If you can't find it, don't worry – you can file a complaint without it.

What should I do if I no longer have access to my account and cannot provide supporting materials?

You can still file a complaint. In the form, include what you remember – the account name, the email used for registration, the approximate time of the blocking, and any communication with the platform that you have available (e.g., in email). We can request missing materials directly from the platform, which is required by the DSA to cooperate with us.

What if the platform refuses to cooperate?

Under the DSA, the platform is required to engage with the proceedings in good faith. If it does not respond within the prescribed time limit, or if it refuses without a legitimate reason to provide evidence that you objectively cannot obtain on your own, your assertions in the dispute will be deemed undisputed.

Can I appeal the ombudsman's decision?

There is no appeal against the decision on the merits within our proceedings. However, since the decision is not legally binding, it does not close off access to the courts – you can bring the same matter before an ordinary court. Objections can only be raised against the rulings on fees or the award of costs (within 8 days from the delivery of the decision).

How to File a Complaint and How the Proceedings Work?

What We Can Help You With?

Blocked Account

Removal of content

Restrictions on the reach

Other Measures