Data Protection Complaints Procedure
1. Purpose
This procedure explains how you can make a complaint in relation to how Zapnito collects, uses, stores, shares, or otherwise processes your personal data.
It also explains what you can expect from us when we receive and investigate your complaint.
2. Who Can Make a Complaint?
You can make a complaint if you have concerns about how we have handled your personal data.
Examples of complaints may include concerns about:
- How your personal data has been collected or used;
- The accuracy of your personal data;
- How long your personal data is retained;
- The disclosure or sharing of your personal data;
- The security or confidentiality of your personal data;
- How we have handled a request to exercise your data protection rights;
- Automated decision-making involving your personal data; or
- Any other matter relating to our processing of your personal data.
3. How to Submit a Complaint
You can submit a data protection complaint by email to:
To help us investigate your complaint, please provide as much information as possible, including:
- Your name and contact details;
- Details of your concern;
- Relevant dates;
- Any reference numbers, account numbers, or identifiers that may help us identify the matter;
- Copies of any relevant correspondence or supporting documents; and
- The outcome you are seeking.
If you require assistance making a complaint, or need this procedure in an alternative format, please contact us and we will take reasonable steps to assist you.
4. Acknowledgement of Complaints
We will acknowledge receipt of your complaint within 30 days of receiving it.
Our acknowledgement may:
- Confirm that we have received your complaint;
- Provide a reference number where applicable;
- Request additional information if we need it to investigate your complaint; and
- Explain the next steps in the process.
5. Investigation
We will investigate your complaint without undue delay.
As part of our investigation, we may:
- Review relevant records and systems;
- Make enquiries with relevant staff or service providers;
- Request further information from you where necessary; and
- Consider whether your personal data has been processed in accordance with applicable data protection laws and our internal policies.
Where appropriate, we may contact you during the investigation to seek clarification or provide updates on progress.
6. Keeping You Informed
If our investigation is ongoing, we will keep you informed of progress and any significant developments where appropriate.
If we require additional information from you, we may not be able to complete our investigation until that information is received.
7. Outcome
Once our investigation is complete, we will inform you of the outcome without undue delay.
Our response may include:
- A summary of our findings;
- Any actions we have taken or propose to take;
- Any corrective measures implemented;
- An explanation where we consider that no further action is required; and
- Information about your right to escalate your complaint to the Information Commissioner's Office (ICO).
8. Complaints to the ICO
We hope to resolve any concerns you have about how we process your personal data.
However, if you remain dissatisfied with our response, or believe that we have not handled your complaint appropriately, you have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.
Information about how to make a complaint to the ICO can be found on the ICO website.
9. Record Keeping
We maintain records of data protection complaints and their outcomes to help us demonstrate compliance, monitor trends, improve our practices, and meet our legal obligations.
Any personal data contained within your complaint will be processed in accordance with our Privacy Notice.
10. Review of this Procedure
This procedure will be reviewed periodically and updated where necessary to reflect changes in legal or regulatory requirements.
Last updated: July 2026
