PRL-023 | Version 1.0 | June 2026
We aim to ensure you are satisfied with the services we provide. If for any reason you are dissatisfied with your experience, we will:
- Put things right as best and as quickly as we can
- Take ownership of the complaint
- Learn from the issue and implement any changes needed to make sure it does not happen again
Your feedback is important to us and helps us to continuously improve our service.
How to Make a Complaint
You can make a complaint using any of the following methods. There is no charge for raising a complaint.
- By phone: 01943 462551
- By email: [email protected]
- By post: Complaints Department, Lead Technologies (Europe) Limited, Pool Business Park, Pool Road, Pool in Wharfedale, Otley, LS21 1FD
What Happens Next
We will make every effort to resolve your complaint within three working days to your satisfaction.
If, for any reason, you are still not happy, we will follow the full complaints procedure:
- Acknowledgement: Prompt written acknowledgement of the complaint.
- Information: Provision of details about the Financial Ombudsman Service where applicable.
- Investigation: A fair, thorough and impartial investigation.
- Communication: Ongoing updates and explanations for any delay.
- Final Response: Issued as soon as possible and no later than eight weeks from the date we receive your complaint.
If you have not heard from us within eight weeks, or if you are not satisfied with our response, you may have the right to refer the matter to the Financial Ombudsman Service.
Eligibility for the Financial Ombudsman Service
The Financial Ombudsman Service is available to eligible complainants. For business complainants, this includes:
- Businesses with an annual turnover of less than £6.5 million and fewer than 50 employees, or a balance sheet total under £5 million
- Charities with an annual income under £6.5 million
- Trustees of trusts with net assets under £6.5 million
If you are unsure whether you are eligible, the Financial Ombudsman Service can advise you directly.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Data Protection Complaints
From 19 June 2026, you have a statutory right under the Data (Use and Access) Act 2025 to raise a data protection complaint directly with us before escalating to the Information Commissioner’s Office (ICO).
A data protection complaint may include concerns about:
- How we have collected, used or shared your personal data
- How we handled a request to access, correct or delete your data
- The security measures applied to your data
- How we responded to a security incident involving your data
- Any other concern about the way we handle your personal information
You can raise a data protection complaint on behalf of someone else, provided you have their authority to do so.
Please include your name, contact details and a clear description of your concern so we can respond to you as quickly as possible.
How to contact us about a data protection complaint
- By email: [email protected]
- By phone: 01943 462551
- By post: Data Protection Officer, Lead Technologies (Europe) Limited, Pool Business Park, Pool Road, Pool in Wharfedale, Otley, LS21 1FD
What happens after you submit a data protection complaint
- We will acknowledge your complaint within 30 calendar days of receiving it. This includes weekends and bank holidays.
- We will investigate your complaint thoroughly and keep you informed of our progress.
- We will respond without undue delay. If our investigation is likely to take longer than expected, we will explain why and when you can expect our response.
- We will tell you the outcome of our investigation in writing.
If you remain dissatisfied
If you are not satisfied with our response, or if we have not resolved your complaint to your satisfaction, you have the right to refer the matter to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.
Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk