Community Guidelines

Our social media channels are a platform for meaningful engagement and discussion. Our community can have honest and open conversations about crises forcing people to flee, and how we can support them from the UK. Our channels also enable us to combat misinformation. 

It’s important that our channels are a safe space for people to have conversations, including people with lived experience and their supporters. 

Our Channels 

We use Facebook, Instagram, Twitter, LinkedIn, Threads and TikTok to connect with our community, share information about our work, and to raise funds and advocate for refugees.  

To keep our channels accessible to everyone, we ask you to follow these simple guidelines. Posts that contain the following are not acceptable and will be hidden or removed: 

  • Obscene language – profanity of any kind  
  • Threatening behaviour  
  • Bullying or harassment  
  • Racism, homophobia, sexism or other forms of discrimination 
  • Misleading or factually incorrect information 
  • Obscene, lewd, violent or pornographic material 
  • Advertisements  
  • Spam 
  • Inappropriate or derogatory comments 
  • Disclosure of personal and/or sensitive information 

Wherever possible we set filters which automatically hide obscenities, and use our discretion to hide comments that go against our guidelines. We would never censor any comment or opinion without reason, but reserve the right to remove any post, comment or message that breaches the guidelines above.  

On rare occasions, we may block a user from the page if they repeatedly violate our community guidelines. Our community guidelines reflect our values as a charity. We also encourage you to consider each individual platform’s general community guidelines.

When are your social media channels monitored?

Our social media channels are monitored 9am-5pm (UK time), Monday to Friday (excluding bank holidays). Although we try to read and respond to all messages and comments in a timely manner, we cannot guarantee that any response will be immediate. We’re a small team, so please bear with us.

How do you support staff wellbeing?

We love to answer questions about our work, how you can support refugees, and any other queries you may have. We answer as many questions and comments as possible and our team is committed to supporting refugees. With this in mind, aggressive, lewd or any form of discrimination directed towards a member of our staff or community will not be tolerated. 

Many disturbing comments and images bypass our filters across our platforms, and we work hard to support staff working across the social media platforms responding to comments and queries. All staff working in this area attended a wellbeing briefing, and have access to mental health support should they need it. We regularly rotate between team members.

What if I need urgent advice?

If you are a refugee or asylum seeker who needs urgent advice, please contact our colleagues at UNHCR here and select your country of residence. If you’re a forcibly displaced person based in the UK who needs assistance, please contact UNHCR in London at [email protected] for assistance.

How can I leave feedback?

We welcome the comments, feedback and opinions of our community, both positive and negative. If you have something you’d like to share with the team, please contact us at [email protected]

If you have a question about our social channels, please email the team at [email protected]

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