Precision data solutions
Complaints Procedure
1. Purpose:
The purpose of this Complaints Procedure is to provide a clear, transparent and effective process for receiving, investigating and resolving complaints fairly, consistently and within appropriate timescales.
2. Scope:
This procedure applies to all customers, clients, suppliers, partners and other stakeholders who wish to raise a complaint regarding the services, products or conduct of Precision Data Solutions Limited.
3. How to Submit a Complaint:
Complaints may be submitted:
- By email to: info@precisiondatasolutions.co.uk
- By post to:
Office 1
18 High Street
Blairgowrie
PH10 6ET
United Kingdom - Directly to your usual management contact within Precision Data Solutions Limited.
To enable us to investigate your complaint efficiently, please provide where possible:
- Your full name and contact details.
- A clear description of the complaint.
- Relevant dates and times of the incident(s), where applicable.
- Copies of any supporting documentation or correspondence.
- Details of any previous communication relating to the matter.
4. Acknowledgment:
Upon receipt of a complaint, Precision Data Solutions Limited will acknowledge it within 48 hours (excluding weekends and public holidays where applicable).
The acknowledgement will include:
- Confirmation that the complaint has been received.
- A unique reference number.
- Details of the person responsible for handling the complaint.
5. Investigation:
A designated complaints handler will conduct a fair, impartial and thorough investigation.
Where necessary, additional information may be requested from the complainant or other relevant parties. Every effort will be made to investigate the matter objectively and proportionately.
6. Resolution:
Precision Data Solutions Limited is committed to resolving complaints promptly and fairly.
Depending on the circumstances, a resolution may include:
- An explanation of findings.
- Corrective actions.
- Service improvements.
- Refunds or credits (where appropriate).
- Other reasonable remedies.
A written response will normally be provided within 20 working days of receipt of the complaint. Where additional time is required due to the complexity of the investigation, the complainant will be informed of the reasons for the delay together with a revised expected completion date.
6.1 Data Protection and Privacy Rights
Where a complaint concerns the processing of personal data, the exercise of data subject rights under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, or the Data (Use and Access) Act 2025 (DUAA), the matter shall immediately be escalated to the Operations Director.
Data protection complaints will be handled without undue delay and a formal written response will be provided within one calendar month of receipt, unless legislation permits an extension due to the complexity or volume of requests. Where an extension is necessary, the complainant will be informed within the initial one-month period together with the reasons for the extension.
7. Escalation:
If the complainant is dissatisfied with the outcome, they may request that the complaint be escalated for review by a Director of Precision Data Solutions Limited who has not previously been involved in the investigation.
The Director will undertake an independent review of the complaint and provide a final written decision.
Where the complaint relates to data protection matters, complainants also have the right to raise concerns with the Information Commissioner’s Office (ICO) if they remain dissatisfied after our internal complaints process has concluded.
8. Documentation:
All complaints, investigations, correspondence and outcomes will be recorded and retained securely in accordance with the company’s data retention and information security policies.
8.1 Data Protection Complaints Register
In accordance with the Data (Use and Access) Act 2025 and our accountability obligations under UK GDPR, Precision Data Solutions Limited maintains a secure Data Protection Complaints Register within its digital management system (ClickUp).
The register records:
- Date and time of receipt.
- Complaint reference number.
- Identity verification (where applicable).
- Nature of the complaint.
- Investigation activities undertaken.
- Correspondence issued.
- Outcome and resolution.
- Date of closure.
This register provides a complete audit trail and may be made available to the Information Commissioner’s Office where required by law.
9. Continuous Improvement:
All complaints will be reviewed periodically to identify trends, recurring issues and opportunities for improvement.
Lessons learned will be incorporated into business processes, staff training, quality management systems and service delivery to promote continual improvement.
10. Review of the Complaints Procedure:
This Complaints Procedure shall be reviewed at least annually, or sooner where required due to changes in legislation, regulatory guidance or business operations.
Any amendments will be approved by the Board of Directors.
Precision Data Solutions Limited
Office 1
18 High Street
Blairgowrie
PH10 6ET
United Kingdom
Email: info@precisiondatasolutions.co.uk
Thank you for your cooperation in following this Complaints Procedure.