Member Safety Is Our Top Priority

Online safety is always at the forefront of our minds, so we wanted to remind you of everything we do to keep our members safe and assure you that we’re committed to providing you with the safest possible online dating experience.

Here’s what we do…

Invest in industry-leading anti-scammer technology

Scammer techniques are becoming more advanced and increasingly difficult to spot. But we’re doing everything we can to keep them away.

We have been using anti-scammer technology Scamalytics for 2 years now. The tool shares scammer data across the online dating industry and helps our team of trained moderators spot scammers and remove them from before they even affect our members. Scamalytics also auto-detects scammers and removes bots, as well as providing our team with ‘under the hood’ information that isn’t visible to the human eye.

Armed with this knowledge, our customer service team are better placed to spot scammer trends and remove them faster.

Ongoing training for our customer service teams

We are one of the only companies in the industry with our own in-house customer service team, with dedicated member support teams for moderation and customer care. Our team of 60 work 24 hours a day, seven days a week, 365 days a year to provide in-time-zone care to our members all around the world.

We hold regular and ongoing customer focused training, aiming to continuously improve our services and ensure the safety of our members.

Fast moderation times

Our trained moderation team screen all user-generated content to confirm profiles submitted are genuine. This involves analyzing pictures, profiles, diary entries, videos and initial private messages to ensure membership qualifying criteria are met for the individual site or network.

To keep moderation times under the maximum 10 minute target, our moderation team have clear visibility of approval times so they can monitor their performance throughout their shift. Moderation times are currently at an impressive 7.5 minutes!

Dating coaches offering support and advice

As well as providing high quality customer care to all our users, our team also act as dating coaches, helping members who struggle with the technical aspect or who are less experienced online daters to get the most out of their dating experience.

The customer care team give advice on how to create a profile that achieves good results, how to stay safe and what to expect when dating online.

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