Complaints Procedure

IOLIS Ltd. is committed to providing a high standard of service. If you are unhappy with any aspect of our service, or with how we have handled your personal data, we want to hear from you so we can put things right.

How to complain

Write to us or email us with the details of your complaint:

IOLIS Ltd
C5 Business Centre
C5 North Road
Bridgend
CF31 3TP

Email: [email protected]

What happens next?

1. We will acknowledge your complaint in writing within seven days of receiving it, and ask for any further detail we need to investigate it properly.
2. We will open a file for your complaint and begin our investigation once we have the information we need.
3. We will invite you to discuss the complaint, and aim to do this within seven days of completing our investigation.
4. Within seven days of that discussion, we will write to confirm what was agreed. If a discussion is not possible or not wanted, we will instead send a detailed written response within seven days of completing our investigation, including any proposals to resolve the matter.
5. If you remain dissatisfied, you can write to us again and we will arrange an internal review of our decision.
6. We will confirm the outcome of that review, and our final position, within seven days of the review concluding.
7. If we need to change any of the timescales above, we will tell you and explain why.

Complaints about our handling of personal data

Where your complaint concerns how IOLIS Ltd. has processed your personal data, it will be handled in accordance with the process above and, where relevant, the procedure required under section 164A of the Data Protection Act 2018.

You also have the right to complain directly to the Information Commissioner’s Office (ICO) at any time, whether or not you have raised the matter with us first. Details of how to do so are available at www.ico.org.uk.