Handling complaints, a step by step guide #
1. Introduction
Crazywhiz (“we”, “us”, “our”) is committed to maintaining high standards in the delivery of web design and digital services. This Handling Complaints Policy outlines the procedure for submitting, reviewing, and resolving complaints in a fair, transparent, and lawful manner, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. How to Submit a Complaint
Complaints must be submitted via our official communication channels, including email (info@crazywhiz.co.uk) or the website contact form. Complainants should provide sufficient details to enable investigation. We collect and process only personal data that is necessary, relevant, and proportionate to handling the complaint.
3. Acknowledgement
All complaints are acknowledged within five (5) working days of receipt. The acknowledgement will confirm receipt and provide an overview of the complaint-handling process.
4. Investigation Process
Complaints are reviewed by authorised personnel only. Relevant records, communications, and data are assessed strictly for the purpose of resolving the complaint. Appropriate technical and organisational measures are applied to ensure data security, confidentiality, and integrity.
5. Resolution and Response
We aim to issue a formal response within fourteen (14) working days. The response will detail the outcome of the investigation, actions taken, and any proposed resolution. Where delays occur, complainants will be informed accordingly.
6. Escalation
If a complainant is dissatisfied with the outcome, they may request escalation for further internal review. Where the complaint relates to personal data handling, individuals may also escalate concerns to the UK Information Commissioner’s Office (ICO).
7. Data Retention
Complaint-related data is retained only for as long as necessary to fulfil legal, contractual, and regulatory obligations, after which it is securely deleted or anonymised.
8. Data Subject Rights (UK GDPR Articles 15–22)
Under UK GDPR, individuals have the following rights in relation to their personal data:
Right of Access – to request access to personal data we hold
Right to Rectification – to request correction of inaccurate or incomplete data
Right to Erasure – to request deletion of personal data where applicable
Right to Restrict Processing – to limit how personal data is used
Right to Data Portability – to receive personal data in a structured format
Right to Object – to object to certain types of data processing
Rights in relation to automated decision-making and profiling
Requests can be submitted via our official contact channels and will be handled within statutory timeframes.
9. Continuous Improvement
Complaints and feedback are reviewed periodically to improve our services, internal processes, and compliance with applicable laws and regulations.
10. Contact
For complaints, data protection requests, or further information, please contact Crazywhiz through (info@crazywhiz.co.uk) our official website communication channels.
