Complaints Policy

Version 1.0 · Effective date: 07 September 2026

1. Purpose

Web Privacy Solutions Ltd ("WPS") is committed to providing high-quality training, consultancy, advisory, and related professional services. We take all complaints seriously and seek to resolve concerns fairly, consistently, and promptly.

This policy establishes a formal process for the handling, investigation, and resolution of:

• General customer complaints;
• Complaints regarding training services;
• Complaints regarding consultancy services;
• Complaints concerning staff conduct;
• Complaints relating to data protection and privacy matters;
• Any other complaint concerning WPS's products, services, or operations.

2. Scope

This policy applies to complaints made by:

• Clients;
• Customers;
• Training participants;
• Business partners;
• Suppliers;
• Members of the public;
• Data subjects whose personal data is processed by WPS.

The policy covers complaints relating to:

• Service quality;
• Professional conduct;
• Training delivery;
• Consultancy advice and engagements;
• Billing or administrative issues;
• Accessibility concerns;
• Privacy and data protection matters;
• Compliance concerns.

This policy does not apply to:

• Employment-related grievances from WPS employees or contractors;
• Legal claims that are currently subject to litigation;
• Requests made under applicable data protection laws (such as requests for access, rectification, or erasure), although any dissatisfaction regarding the handling of such requests may be treated as a complaint.

3. Principles

WPS will ensure complaints are handled:

• Fairly and objectively;
• Promptly and efficiently;
• Confidentially where appropriate;
• Without discrimination;
• In compliance with applicable legal and regulatory requirements;
• Without retaliation towards any person raising a complaint.

Individuals raising genuine concerns will not be disadvantaged for doing so.

4. How to Make a Complaint

Complaints can be submitted by email: info@wprivacysolutions.com

Complainants should provide:

• Their name and contact details;
• Details of the complaint;
• Relevant dates and supporting information;
• Any desired resolution or outcome.

Anonymous complaints may be investigated where sufficient information is available.

5. Complaint Handling Process

Stage 1: Receipt and Acknowledgement

WPS will:

• Acknowledge receipt of the complaint within five (5) working days.
• Assign the complaint to an appropriate individual for review.
• Record the complaint within the Complaints Register.

The acknowledgement will include:

• Confirmation that the complaint has been received;
• A reference number (where applicable);
• Information regarding the next steps.

Stage 2: Investigation

WPS will:

• Review all relevant information;
• Interview relevant personnel where required;
• Consider documentary evidence;
• Assess applicable contractual, legal, regulatory, and professional requirements.

Investigations will be conducted by an individual who, wherever possible, has not been directly involved in the matter being complained about.

Stage 3: Outcome

WPS aims to provide a substantive response within twenty (20) working days from acknowledgement.

Where additional time is needed due to complexity, the complainant will be informed and provided with an updated timeframe.

Potential outcomes may include:

• Explanation or clarification;
• Formal apology;
• Corrective action;
• Staff training;
• Process improvements;
• Service remedy;
• Rejection of the complaint where evidence does not support the allegation.

The outcome will be communicated in writing.

Stage 4: Escalation and Review

If the complainant is dissatisfied with the outcome, they may request a review within twenty (20) working days of receiving the decision.

A senior member of WPS who was not involved in the original investigation will review:

• The complaint;
• The investigation process;
• The outcome provided.

A final response will normally be provided within twenty (20) working days.

The review decision shall be considered WPS's final internal response.

6. Data Protection and Privacy Complaints

Privacy Complaints Covered

This section applies to complaints concerning:

• Collection of personal data;
• Use of personal data;
• Sharing or disclosure of personal data;
• Data retention practices;
• Information security;
• International transfers of personal data;
• Marketing communications;
• Data subject rights;
• Data breaches or suspected data breaches;
• Compliance with applicable data protection laws.

Submitting a Privacy Complaint

Privacy complaints may be submitted through the normal complaints process or directly to: info@wprivacysolutions.com

Investigation of Privacy Complaints

WPS will investigate privacy complaints in accordance with applicable data protection legislation.

The investigation may include:

• Review of relevant systems and records;
• Review of applicable policies and procedures;
• Interviews with relevant personnel;
• Assessment of technical and organisational measures.

Where necessary, WPS may request additional information to verify identity or clarify the concerns raised.

Outcomes

Depending on the findings, WPS may:

• Provide further information or clarification;
• Correct inaccurate data;
• Restrict or cease specific processing activities;
• Implement additional safeguards;
• Improve internal processes;
• Take disciplinary or corrective action where appropriate.

Right to Escalate

Where an individual remains dissatisfied with the handling of their personal data, they may have the right to lodge a complaint with the relevant supervisory authority.

For individuals in the United Kingdom, complaints may be made to:
Information Commissioner's Office (ICO)
Website: https://www.ico.org.uk

WPS encourages individuals to contact us first so that we may seek to resolve concerns promptly and effectively.

7. Confidentiality

Complaint information will be handled confidentially and disclosed only to individuals who require access for legitimate business, legal, regulatory, or investigative purposes.

Information relating to complaints may be retained where necessary to:

• Investigate issues;
• Evidence compliance;
• Defend legal claims;
• Meet regulatory obligations.

8. Record Keeping

WPS will maintain a Complaints Register containing:

• Complaint reference number;
• Date received;
• Nature of complaint;
• Actions taken;
• Outcome;
• Closure date.

Records will be retained in accordance with WPS's retention policies and applicable legal requirements.

9. Learning and Continuous Improvement

WPS will periodically review complaints and complaint trends to:

• Identify recurring issues;
• Improve customer experience;
• Enhance service quality;
• Strengthen privacy and data protection compliance;
• Improve training and consultancy processes.

Where appropriate, lessons learned will be incorporated into company policies, procedures, and training programmes.

10. Monitoring and Review

This policy will be reviewed at least annually or sooner where:

• Legal or regulatory requirements change;
• Significant complaints indicate a need for review;
• Business operations materially change.