Prevent
Set clear participation rules, apply risk-based onboarding controls and design marketplace journeys that reduce avoidable abuse.
Trust & Safety
Platform integrity built into everyday operations.
Trust and safety is not a single moderation tool. It is a connected operating discipline covering prevention, reporting, review, enforcement, appeals and continuous improvement.
Our approach
Protect people, platform integrity and legitimate marketplace activity.
Digital marketplaces bring together users, operators, payment activity, messages and user-generated content. Each part of that system can introduce different forms of risk.
Our approach connects product design, operational controls, policy standards and human review so that issues can be identified and handled through clear, evidence-based processes.
Operating model
A continuous cycle rather than a reactive queue.
Effective trust and safety combines preventive product choices with reliable detection, proportionate response and evidence-led improvement.
Control areas
Connected controls across the marketplace lifecycle.
Control design should cover the points where users join, publish, communicate, transact, report concerns and challenge decisions.
ACC
Account integrity
Risk-based checks, duplicate-account controls, access restrictions and review processes help protect marketplace participation.
- Onboarding checks
- Account risk signals
- Access and restriction workflows
AGE
Age assurance
Age-gating, age-verification and escalation workflows help platforms apply adult-access requirements and protect minors where a service or market requires them.
- Age-gating rules
- Verification and exception review
- Minor-safety escalation
CNT
Content moderation
Structured standards and review queues support consistent decisions across listings, profiles, messages and other user-generated content.
- Content standards
- Priority review queues
- Decision records
RPT
Reporting and complaints
Clear reporting routes give users and partners a defined way to raise concerns and provide the information needed for review.
- User reporting
- Complaint intake
- Escalation routes
FRD
Fraud and abuse controls
Operational signals can help teams identify suspicious behaviour, coordinated abuse and transaction patterns that require investigation.
- Risk indicators
- Pattern analysis
- Investigation support
ENF
Enforcement
Actions should be proportionate to the evidence, risk and policy context, with clear internal ownership for sensitive decisions.
- Warnings and restrictions
- Removal or suspension
- Documented rationale
AUD
Audit logging
Controlled logs preserve important review, access, evidence and enforcement events so authorised teams can investigate outcomes and demonstrate accountability.
- Review and access records
- Policy and evidence references
- Retention and authorised access
APL
Appeals and correction
Where appropriate, review routes allow decisions to be reconsidered, corrected and used to strengthen future consistency.
- Appeal intake
- Independent reconsideration
- Outcome feedback
Case handling
A review path with ownership at every stage.
Not every concern requires the same response. Structured triage helps direct each case to the right level of urgency, expertise and authority.
- 01
Receive
A report, signal or operational concern enters a defined review channel.
- 02
Triage
The case is categorised by urgency, potential harm, evidence and required expertise.
- 03
Review
Authorised reviewers assess the available information against relevant rules and controls.
- 04
Act
The platform applies a proportionate action and records the decision and responsible owner.
- 05
Escalate
High-risk, disputed or legally sensitive cases move to the appropriate specialist or leadership route.
- 06
Learn
Case data and appeal outcomes inform policy, product and training improvements.
Decision governance
Controls that support fairer and more defensible outcomes.
The quality of a trust and safety programme depends on how decisions are governed, not only on how quickly cases are closed.
Human oversight
Automation may prioritise or support review, but sensitive outcomes should remain governed by accountable people and documented rules.
Proportionate action
Responses should reflect the seriousness, evidence, recurrence and potential impact of the issue being reviewed.
Consistent records
Important decisions should retain the reason, evidence, policy basis, reviewer and outcome needed for internal accountability.
Regional awareness
Local legal, cultural and language considerations should be reflected without weakening the group’s core integrity standards.
Transparency and evidence
Operational records should make important decisions explainable internally.
Review logs, policy references, escalation notes and appeal outcomes help authorised teams understand what happened, why an action was taken and where a control needs improvement.
Public transparency commitments and metrics should only be published after their definitions, data quality and approval process have been established.
Review the Compliance CentreBuild responsibly
Connect trust controls to the wider platform architecture.
Discuss marketplace integrity, reporting, moderation and governance requirements with the group.