Any website which uses user generated content (UGC) may occasionally encounter issues with user behaviour. This page outlines what UGC we offer and what safety measures we have in place. This advice does not apply to our official social media accounts, where the host platform's conditions and procedures will apply.
Types of UGC
In terms of interaction, Motorway Services Online allows the following types of UGC:
- Users can register with a username (alias).
- Registered users can edit most pages, leaving an edit summary as they do.
- Registered users can take part in a public discussion via a facility known as "message walls" (also called "talk pages").
- Registered users can upload images to the website.
- When enabled by the user, two users can exchange private emails. Only the initial email will be sent via our platform.
- Visitors can register with CommentBox to leave public feedback on a service station.
Somebody who engages in any of these activities is regarded as a "contributor". Contributing user generated content is a type-of publishing and, like any form of publishing, once it is out there, it is not possible to control who sees it. This is why we have detailed conditions associated with registering and contributing.
Any user-generated content that appears to be illegal — including material promoting hate, terrorism, violence, or abuse — will be removed and, where appropriate, reported to law enforcement or relevant authorities.
How To Raise A Concern
If you see something which seems to break our conditions, or is causing you concern:
- If you are a registered user, you will normally be able to edit the page to remove the harmful content. This will depend on the type of page. Some edits may be held in a queue and will take effect after a short delay.
- You can leave a public message on the offending page, or user's, or administrator's message wall explaining the concern. Tap the "message wall" button on the page menu or next to the user's edit.
- In all cases, whether or not you are registered with us, you can always privately email us, and we can then investigate confidentially. Urgent or sensitive reports will be prioritised where possible.
Content concerns are reviewed by a site administrator. If a report is upheld, action may include content removal, account restriction, or a formal warning. If a report is rejected, we will explain why when possible.
If your contribution has been removed or your account has been penalised and you feel this was unfair, you have the following options:
- You can leave a public message on the message wall of the user who has taken the action, explaining the misunderstanding. Tap the "message wall" button next to their name in the edit log.
- You can privately email us so we can investigate and/or explain.
All moderation decisions are currently managed by the site administrator. We may in future appoint trusted users as moderators, but they will not have access to private user data and must follow this same moderation policy. We commit to reviewing any appeals fairly. Where decisions are reversed, any penalties will be lifted and the original content may be restored.
Unless you are certain your contribution was removed in error, please do not keep putting the same information back. This is known as an "edit war" and repeated examples of it would suggest you are not contributing in good faith.
If you have a concern with a comment left on the CommentBox app, you can tap the "flag" button next to the comment, which will highlight it for review. Comments which breach either our or CommentBox's policies may be removed. This is not a Motorway Services Online platform.
This page covers safety. Information on privacy and personal data can be found in our privacy policy.
This moderation policy is designed to promote a safe, respectful environment for all users. If you have a concern with this page, you are welcome to email us.