Complaints policy

Summary

• Tell us by email or through a portal message. We acknowledge complaints within 5 working days.
• We aim to give you a full response within 20 working days.
• For data protection complaints, you can also go to the Information Commissioner’s Office.

1. How to complain

• Email: [to be confirmed]
• Portal: send a message from your account with “Complaint” in the subject.

Please include your name, how we can contact you, any order or lead reference, what happened and what you would like us to do. Don’t send datasets, client records or passwords.

2. What happens next

• Acknowledgement: within 5 working days, telling you who is handling your complaint.
• Investigation: we look at the records, speak to the people involved and may ask you for more information.
• Full response: we aim to reply in full within 20 working days. If we need longer, we will tell you why and when you can expect our response.
• Our final response explains what we found, what we will do about it and what you can do if you are still unhappy.

3. If you are not satisfied

Reply to our response within 30 days and ask for a review. Someone more senior who wasn’t involved will look at it again and reply within 10 working days.

If you are a consumer and we can’t resolve your complaint, our final response will give you the name and website of a certified alternative dispute resolution (ADR) provider and tell you whether we agree to use it. You can also get free advice from the Citizens Advice consumer helpline on 0808 223 1133, or take a claim to court.

4. Data protection complaints

If your complaint is about how we used your personal data, we will acknowledge it within 30 days and respond without undue delay. You also have the right to complain to the Information Commissioner’s Office:

• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113
• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

5. Complaints about a data buyer

ADP is independent of data buyers and can’t decide a buyer’s eligibility, licence, acceptance or reward decisions. Please raise those with the buyer through its own process. We will help where we can, for example by explaining the steps you took through ADP.

6. Complaints about an ADP customer

If you are a business contact unhappy with how an ADP customer contacted you about a lead, or you saw a customer promoting ADP in a misleading way, tell us. We will investigate and may suspend the customer’s access. If your complaint is about how they used your personal data, they are also responsible to you directly as a controller.

7. Records

We keep a record of each complaint and how we resolved it, and use what we learn to improve our service.