At Genesis Data Ltd we treat complaints seriously as we want to ensure you receive the highest standards of service.
We can reassure you that every complaint is dealt in accordance with consumer protection standards, UK data laws and with our internal complaint’s procedure, which is designed to resolve your concerns quickly and efficiently.
Write to: Genesis Data Ltd; Vaughan Chambers, Vaughan Road, Harpenden, United Kingdom, AL5 4EE E-mail: compliance@genesisdata.co.uk
Tel: 01442250099
Your complaint will be logged on our compliance system and allocated to a member of the Compliance Team to investigate.
You will receive an acknowledgment in writing either by post or by e-mail within 5 working days of receipt. Depending on the nature of your complaint:
Within 28 days, after receipt of a complaint, we will send to you either:
A written response to your complaint, detailing what we have done to investigate and resolve it and what to do if you are not happy with the outcome;
an update to your complaint, what we are doing to try and resolve it and what the timescales are likely to be; or
a final decision that we have not upheld your complaint and what you can do to escalate it if you are not happy.
Under the GDPR regulation we must produce your subject access request within 30 days. We always aim to complete any complaints within this timescale too.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept.
Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, and your complaint relates to our handling of your data, you may refer the complaint to The Information Commissioners Office - https://ico.org.uk/concerns/ or call their helpline on 0303 123 1113.
