1. Scope
Use this procedure if you believe ODESSALUX LTD has mishandled personal information, failed to respect a data protection right, provided insufficient privacy information, disclosed data improperly, retained it too long or failed to keep it appropriately secure.
For a complaint only about price, timing, collection quality or damage, use the service complaint route in the Terms of Service. Where a complaint covers both service and personal-data issues, we may coordinate the responses.
2. How to raise a complaint
Email hello@odessalux.co.uk with “Data Protection Complaint” in the subject line. You may also write to the registered office marked for the attention of the Privacy Contact.
Please include:
- your name and preferred contact details;
- a clear explanation of what happened and when;
- the personal information or service involved;
- any relevant booking, quotation or correspondence reference;
- copies of useful evidence; and
- the outcome you are seeking.
Do not send original identity documents. We will request proportionate verification only where reasonably needed.
3. Acknowledgement
We will acknowledge a data protection complaint promptly and in any event within 30 days of receipt. The acknowledgement will normally identify a contact point, summarise our understanding and ask for any essential missing information.
4. Investigation
We will take appropriate steps without undue delay. Depending on the issue, this may include reviewing forms, emails, technical records, service documentation, disclosures, retention decisions, supplier involvement and relevant staff explanations.
We will handle the complaint impartially and will not disadvantage a person for raising a genuine concern. We may pause substantive investigation while waiting for information that is reasonably necessary, but will keep the complainant appropriately informed.
5. Outcome
We will communicate the outcome as soon as reasonably possible. The response will normally:
- state whether the complaint is upheld, partly upheld or not upheld;
- explain the main findings and relevant evidence;
- describe corrective action, where appropriate;
- explain any remaining review or rights-request route; and
- confirm the right to complain to the Information Commissioner’s Office.
Possible action includes correcting or deleting data, restricting use, improving notices, changing procedures, contacting a recipient, improving security or training, and reviewing a supplier arrangement.
6. Information Commissioner’s Office
You have the right to complain to the Information Commissioner’s Office (ICO), the UK regulator. You can use the ICO’s official website or call 0303 123 1113. Contacting us first may allow the issue to be resolved more quickly, but it is not a condition of approaching the ICO.
7. Records, confidentiality and review
Complaint information is shared only with people who reasonably need it for investigation, advice, corrective action or legal compliance. We keep proportionate records to demonstrate handling and identify recurring issues.
This procedure is reviewed when relevant law, ICO guidance or our processing activities change.