Last updated: June 2026 | PRL-022 | Version 2.0
1. Introduction
We aim to ensure you are happy with the service we provide. If for any reason you are dissatisfied with your experience, we will:
- Put things right as best and as quickly as we can
- Take ownership of the complaint
- Learn from the issue and implement any changes needed to make sure it does not happen again
Your feedback is very important to us and will continuously help us to improve our service.
2. How to Make a Complaint
You can make a complaint using any of the following methods. There is no charge for raising a complaint.
- By phone: 0800 008 6169
- By email: [email protected]
- By post: Complaints Department at Pool Business Park, Pool Road, Pool in Wharfedale, Otley, LS21 1FD
3. What Happens Next
We will make every effort to resolve your complaint within three working days to your satisfaction.
If, for any reason, you are still not happy, we will follow the full complaints procedure:
- We will acknowledge the complaint in writing promptly.
- We will provide you with details of the Financial Ombudsman Service.
- We may contact you to seek clarification on any points where necessary.
- We will fully investigate your complaint.
- We will keep you informed of our progress. You can expect our final response no later than eight weeks from the date we receive your complaint.
- We may discuss our findings and proposed response with you before issuing our decision in writing.
If you have not heard from us within eight weeks, or if you are not satisfied with our response, you have the right to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
4. Data Protection Complaints
From 19 June 2026, you have a statutory right under the Data (Use and Access) Act 2025 to raise a data protection complaint directly with us before escalating to the Information Commissioner’s Office (ICO).
A data protection complaint may include concerns about:
- How we have collected, used or shared your personal data
- How we handled a request to access, correct or delete your data
- The security measures applied to your data
- How we responded to a security incident involving your data
- Any other concern about the way we handle your personal information
You can raise a data protection complaint on behalf of someone else, provided you have their authority to do so.
Please include your name, contact details and a clear description of your concern so we can respond to you as quickly as possible.
How to contact us about a data protection complaint
- By phone: 0800 008 6169
- By email: [email protected]
- By post: Data Protection Officer, Lead Technologies (Europe) Limited, Pool Business Park, Pool Road, Pool in Wharfedale, Otley, LS21 1FD
What happens after you submit a data protection complaint
- We will acknowledge your complaint within 30 calendar days of receiving it. This includes weekends and bank holidays.
- We will investigate your complaint thoroughly and keep you informed of our progress.
- We will respond without undue delay. If our investigation is likely to take longer than expected, we will explain why and when you can expect our response.
- We will tell you the outcome of our investigation in writing.
If you remain dissatisfied
If you are not satisfied with our response, or if we have not resolved your complaint to your satisfaction, you have the right to refer the matter to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.
Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk