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Complaints procedure

How to raise a complaint about our services or about how we have handled your personal data, what happens next, and how long each step takes.

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We would rather hear about a problem than not. This procedure covers complaints about our services, our conduct, and how we have handled personal data.

How to complain

Email info@rothian.com with "Complaint" in the subject line, or write to Rothian Ltd, The Spinney, Highfield, Banstead, England, SM7 3LJ. Please tell us:

  • who you are and how to reach you;
  • what happened, and when;
  • which engagement, person or piece of content it relates to, if any; and
  • what you would like us to do to put it right.

If you are a client, you can also raise it with the SME who leads your engagement; they will log it under this procedure.

What happens next

  1. Acknowledgement — within 5 working days. We confirm we have received your complaint and tell you who is handling it. That person will not be anyone the complaint is about. For data protection complaints we will always acknowledge within 30 days, as the Data (Use and Access) Act 2025 requires, and in practice much sooner.
  2. Investigation. We look at the facts, speak to the people involved and review the records. We may ask you for more information.
  3. Response — within 20 working days. We write to you with what we found, whether we uphold the complaint, and what we will do. If we need longer, we will tell you why and when to expect an answer.
  4. Review. If you are not satisfied, ask for a review. A director who was not involved will look at it again and reply within a further 20 working days.

If you are still not satisfied

For complaints about personal data, you can contact the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113. The ICO will normally expect you to have raised the complaint with us first.

For complaints about services under a contract, the dispute resolution clause in that contract applies.

What we do with complaints

We record every complaint, what we found and what we changed, and review them together each quarter so the same problem does not happen twice. Complaint records are kept for six years and handled in line with our privacy policy.