Last Updated: 1st June 2026
1. Purpose
This procedure explains how Digital Nachos Ltd handles complaints relating to the collection, use, storage, disclosure, or protection of personal data.
We are committed to resolving complaints fairly, promptly, and in accordance with the UK GDPR and the Data Protection Act 2018.
2. Who Can Make a Complaint?
Any individual may make a complaint if they believe that:
- Their personal data has been processed unlawfully.
- Their personal information is inaccurate.
- Their data protection rights have not been respected.
- Their personal data has been disclosed improperly.
- Their personal information has not been kept secure.
- A request relating to their personal data has not been handled appropriately.
3. How to Submit a Complaint
Complaints should be submitted in writing wherever possible.
Please provide:
- Your full name.
- Contact details.
- Details of your complaint.
- Relevant dates and circumstances.
- Copies of any supporting documents.
Complaints can be submitted to:
Digital Nachos Data Protection Contact
Name: K Sarjeant
Email: hello@wearenachos.com
Postal Address: 77 Stour Street, Canterbury, Kent, CT1 2NR
4. Acknowledgement of Complaints
We will acknowledge receipt of your complaint within 30 days of receiving it.
The acknowledgement will include:
- Confirmation that the complaint has been received.
- The name or role of the person handling the complaint.
- Information about the next steps in the process.
5. Investigation Process
Upon receiving a complaint, we will:
- Review the information provided.
- Gather relevant records and evidence.
- Interview relevant staff where appropriate.
- Assess compliance with applicable data protection laws and internal policies.
- Determine whether corrective action is required.
We may contact you if additional information is needed.
6. Response Times
We aim to provide a substantive response within one calendar month of receiving the complaint.
Where the complaint is particularly complex, we may extend this period by up to two additional months. If an extension is required, we will notify you within one month and explain the reasons.
7. Complaint Outcomes
Following our investigation, we may:
- Uphold the complaint.
- Partially uphold the complaint.
- Reject the complaint where no breach is identified.
Where appropriate, corrective actions may include:
- Correcting inaccurate information.
- Restricting or stopping processing activities.
- Improving procedures or staff training.
- Taking disciplinary action where warranted.
- Implementing additional security measures.
You will receive a written explanation of our findings and any actions taken.
8. Escalation
If you are dissatisfied with our response, you may request that the matter be reviewed by a senior manager or director who was not involved in the original investigation.
Requests for review should be submitted within 30 days of receiving our decision.
9. Right to Complain to the Information Commissioner's Office
If you remain dissatisfied, you have the right to lodge a complaint with:
Information Commissioner's Office
Website: https://ico.org.uk/
We encourage individuals to contact us first so that we have the opportunity to investigate and resolve concerns.
10. Record Keeping
We will maintain records of:
- Complaints received.
- Investigation activities.
- Decisions reached.
- Corrective actions implemented.
- Correspondence with complainants.
Complaint records will be retained in accordance with our data retention policy and applicable legal requirements.
11. Review of this Procedure
This procedure will be reviewed periodically and updated where necessary to ensure ongoing compliance with applicable data protection laws.