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Secremedy.

/ Legal & compliance

Complaints Procedure

Clear information about how Secremedy operates, protects data, and works with customers.

Effective 14 July 2026

How to complain

Email [email protected] with your name, contact details, the service or engagement, what happened, the outcome you seek and relevant dates or references. Mark urgent security incidents clearly and do not send passwords.

Our process

  1. We aim to acknowledge a complaint within two working days.
  2. A person not directly responsible for the issue will review it where practical.
  3. We may request information needed for a fair investigation.
  4. We aim to provide a substantive response within 15 working days, or explain why more time is needed.

Escalation

If you remain dissatisfied, ask for an internal review. Privacy complaints can also be made to the UK Information Commissioner, and contractual rights remain unaffected. Nothing in this procedure restricts a right to seek legal advice or use a court or regulator.

Records

We record complaints, decisions and remedial actions for accountability, service improvement and legal claims, applying the retention periods in our Privacy Notice.