Complaints Procedure

Our Standards

• We treat all complaints seriously and deal with them promptly and politely.

• We aim to resolve concerns informally wherever possible.

• We use feedback from complaints to improve our training and systems.

Step 1: Informal Resolution

In the first instance, we encourage you to discuss your concerns directly with your consultant. Many issues can be resolved quickly through an open conversation. We aim to acknowledge and resolve informal concerns within 2 working days.

Step 2: Formal Complaint

If your concern is not resolved informally, or if you prefer to make a formal complaint, please submit this in writing to:

• Email: info@ncadigitalsolutions.co.uk

• Subject: Formal Complaint – [Your Business Name]
  Please include a clear description of the issue and any relevant dates.

Step 3: Our Response Timeline

• Acknowledgement: We will acknowledge your formal complaint in writing within 2 working days.

• Investigation: We will conduct a full investigation into the matters raised.

• Formal Response: We will provide a detailed written response within 10 working days of our acknowledgement.

• Note: If the investigation is complex and requires more time, we will notify you and provide a revised timeline. To maintain our professional indemnity cover, we may need to consult with our insurers before a final resolution is reached.

Step 4: Data Protection Complaints (UK GDPR 2026)

If your complaint relates specifically to how we have handled your personal data, you have the right to raise this directly with the Information Commissioner’s Office (ICO). In accordance with the Data (Use and Access) Act 2025, we provide a transparent and accessible process for these concerns.

• ICO Registration Number: ZC134295

• ICO Website: www.ico.org.uk
  We would appreciate the opportunity to resolve any data concerns with you first.

Step 5: Final Review & Alternative Dispute Resolution If you are not satisfied with our formal response, you may request a final review. In the event of a continued dispute, we may propose an independent mediation or alternative dispute resolution (ADR) process, as supported by our insurance policy.