Data Protection Complaints Procedure
Sameground Limited. Version 1.0, October 2026.
This is how we handle complaints about how we use personal data. The Data Protection Act 2018 (section 164A) requires every organisation that holds personal data to give people a way to complain and to deal with their complaints.
1. What this covers
This procedure covers complaints about how Sameground Limited handles personal data. That includes:
- how we collect, store, use or share your personal data
- how we have responded to a request to see, correct, delete or move your data
- anything you believe breaches UK data protection law
Complaints about billing, product faults or service quality are handled under our terms of service instead. If you send us one and it turns out to be a data protection matter, we will treat it as a data protection complaint and tell you that we have.
2. How to complain
You do not have to use a particular form of words. Either of these works:
| Route | Details |
|---|---|
| support@sameground.com. Please put "Data protection complaint" in the subject line if you can, but we will treat it as one either way. | |
| Post | Data Protection Complaints, Sameground Limited, 1 Cricklade Court, Old Town, Swindon SN1 3EY |
Tell us what happened, when, and what you would like us to do. If you are complaining on behalf of someone else, we will need their written authority before we can discuss their data with you.
If you need to complain in a different way because of a disability or another reason, tell us and we will make arrangements.
3. What happens next
| Stage | What we do | When |
|---|---|---|
| Acknowledge | We confirm we have your complaint, in writing, and give you a reference. | Within 30 days of receiving it. This period runs through weekends and bank holidays. |
| Investigate | We make appropriate enquiries into what happened. | Begins on receipt |
| Update | If it is taking longer than expected, we tell you where things stand and why. | As needed |
| Outcome | We tell you what we found, what we are doing about it, and why. | Without undue delay |
We will tell you the outcome even where we do not uphold the complaint, and we will explain our reasoning.
4. If you are not satisfied
If you disagree with our response, reply and tell us why. A director will review it.
You can also complain to the Information Commissioner's Office:
- ico.org.uk/make-a-complaint
- Telephone 0303 123 1113
- Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
The Commissioner will normally expect you to have raised the matter with us first, and may ask to see how we handled it. Our ICO registration reference is ZC241542.
Complaining to us does not affect any other legal right you have.
5. Records
We keep a record of every data protection complaint: when it arrived, what it was about, what we did, the outcome, and the dates. We keep those records for three years from the date the complaint is closed. We may be asked to produce them.
6. Who is responsible
We have not appointed a Data Protection Officer, and are not required to. Data protection complaints are handled by the company's directors. There are two of us, so a complaint is always seen by someone.
Version 1.0, October 2026.