Purpose

Mavenly is committed to handling personal data fairly, securely and in accordance with applicable data protection legislation. This procedure explains how concerns or complaints relating to personal data are managed.

Submitting a Complaint

Any individual who has concerns about how their personal data has been collected, used, stored or shared by Mavenly may submit a complaint by email to lois@wearemavenly.co.uk.

Complaint Handling Process

 1.	Upon receipt of a complaint, Mavenly will acknowledge the complaint within 7 calendar days. 

2.	The complaint will be reviewed and investigated by the appropriate person within the business. 

3.	Where additional information is required to investigate the complaint, the complainant may be contacted for further details. 

4.	Mavenly aims to provide a full response within 30 calendar days of receiving the complaint. If additional time is required, the complainant will be informed. 

5.	Appropriate action will be taken where any issue is identified, including updating processes, correcting records or implementing additional safeguards where necessary. 

Recording Complaints 

All data protection complaints will be recorded, including: 

•	Date received 

•	Nature of the complaint 

•	Investigation undertaken 

•	Outcome 

•	Actions taken 

•	Date resolved 

Escalation

If a complainant remains dissatisfied with the outcome of their complaint, they may raise their concerns with the Information Commissioner's Office (ICO). 

Review 

This procedure will be reviewed periodically and updated where necessary to reflect changes in legislation, guidance or business practices.