Complaints Procedure

Last reviewed: 2026-05-06

Internal procedure

We aim to resolve every complaint informally. If something has gone wrong, please email hello@example.com with as much detail as possible — the date of the issue, who you spoke with, and the resolution you are seeking.

We will:

1. Acknowledge your complaint within 5 working days.
2. Investigate and respond with a final decision within 8 weeks.
3. Keep you informed in writing throughout.

If you remain dissatisfied after our final response, you can escalate to the relevant regulator(s) below.

Regulators and escalation paths

Information Commissioner’s Office (ICO)

Scope: data protection. Our membership number: ZA000000.

Escalation steps:

1. If you believe we have mishandled your personal data, raise it with us first via privacy@ — we respond within one calendar month under UK GDPR.
2. If you remain dissatisfied, you have the right to complain to the Information Commissioner’s Office.
3. ICO can investigate, fine, or order corrective action.

Regulator complaints page: https://ico.org.uk/make-a-complaint/.

What we keep on file

We keep a record of every complaint and our response for a minimum of 6 years to comply with regulator audit requirements. The record includes your contact details, the substance of the complaint, our investigation, and the outcome. You have the right to request a copy under UK GDPR — see the privacy notice.

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