We’re big fans of using social media, as it allows us to engage with our customers directly. Whether you’re just saying hello, asking us questions about the company, your account or the industry in general, we want you to feel as comfortable and confident as possible when communicating over social media. For that reason, we have a few ‘house rules’ you need to follow and the rights we reserve.
Rule 1: Protect Yourself
Before you post anything on our social media, take a moment to think about yourself. If you need to provide us with personal information, don’t post it on the wall for the world to see. Simply direct message us. To protect you, we’ll remove any post that contains personal or sensitive information and request you send us a direct message instead.
When you use social media to communicate with or about us, we both agree that we can use your personal data.
Rule 2: Moderation
While we openly encourage debate and discussion, occasionally we’ll have to moderate some comments.
Posts containing any of the following will be taken down:
- Any statement about Split The Bills, its products or staff that are inaccurate, misleading or false.
- Oversharing is no, no. We’ll take down any information about you or another customer that we think is personal or confidential.
- Keep it PG. Any abusive, profane, sexual, defamatory, offensive or hateful language or content (for example, links, videos, clips, photographs and other images) or profanities will be removed. The same goes for malicious content, trolling and posts or comments that we think could disrupt discussions.
- We can’t tolerate the unlawful sharing of information or any content. This includes anything that violates any intellectual property rights or contains confidential material.
- We’ll also keep a close eye on the three S’s: solicitation, spam or suspicious links (e.g. phishing). Posts repeating the same message or link over and over again, will be removed.
- We’re more than happy to deal with complaints on social platforms however, we are unable to discuss matters that are already being dealt with in an official capacity. This includes content that is subject to an internal investigation or refers to any ongoing or potential litigation.
- We’ll also remove any mistake that we make – typos happen but you shouldn’t have to suffer them
For minor infractions of the above, we’re happy to give the benefit of the doubt, delete the post and say no more about it. However, we reserve the right to block anyone or take further actions against those who choose to break the rules, once or repeatedly.
We reserve the right to the following:
- To remove any content that doesn’t abide by our Social House Rules, and to block any user that repeatedly breaks them.
- To amend the Social House Rules at any time without prior notice.
- To close down our social media accounts if needed, without prior written notice.
Other bits and bobs
- We assume that by using/accessing any of our social platforms, this means that you’re familiar and will comply with the terms & conditions of that platform e.g. LinkedIn, Facebook etc.
- Remember that by posting on our social platforms you agree that you have the right to post such content or material.
- You agree that you are solely responsible for anything you post, upload or link to on our social platforms.
Social’s place as a customer service tool
Facebook, Twitter, Instagram and LinkedIn are great ways to engage with our customers, but we’re also well aware that they’re not a replacement of traditional customer service channels. Our social media channels are monitored Monday-Friday 9am to 5pm. If you need to contact us, please call 0330 053 9350 or chat with us online at support.splitthebills.co.uk. We’re open from 9am – 5pm, Monday to Friday. If you need us after hours, please email us at firstname.lastname@example.org and we’ll get back to you asap.
Please remember, the content and comments posted by people on our social platforms don’t necessarily reflect the opinions or ideals of Split The Bills, its officers, employees, agents or contractors. We do everything we can to stop offensive or inappropriate content appearing on our feeds. If you do come across anything, please let us know or report it directly to the social networking platform.
That’s all folks,
Split The Bills