On this page
Use this route when something needs putting right.
A complaint is appropriate when you are unhappy with something WinIntel has done, not done, communicated or handled. That can include a service issue, a website or accessibility problem, or a concern about how personal information has been used or protected.
Raise a general complaint.
Examples include a communication problem, an issue with a website feature, a concern about the way a service interaction was handled, or another matter you want WinIntel to review.
Raise a data-protection complaint.
You can complain if you believe personal information has been collected, used, stored, shared, secured or handled incorrectly, including the handling of a data-rights request.
Send a short, specific complaint to WinIntel.
Email hello@winintel.co.uk with a subject line that makes the purpose clear. For a personal-data issue, use Data protection complaint in the subject line.
The process is simple: acknowledge, understand, review, explain.
WinIntel's complaint handling is designed to establish the facts rather than defend a position automatically. The exact steps depend on the issue, but the basic route remains consistent.
We confirm that the complaint has been received and identify the point of contact or next step where appropriate.
If the issue is unclear or covers several matters, we may ask you to confirm the scope or provide a small amount of additional information.
We consider the relevant facts, records, communications and applicable public policy or legal obligations without inventing missing information.
We tell you what we concluded, any action being taken, and any appropriate next route. Complex matters may take longer than simple ones, and we will keep you informed where a response cannot reasonably be immediate.
Data protection complaints have a specific legal route.
UK data protection law requires organisations handling personal data to provide a way to complain. Current ICO guidance says a data-protection complaint must be acknowledged within 30 days, investigated appropriately without undue delay, kept updated, and given an outcome without unjustifiable or excessive delay.
Give us the chance to investigate the issue directly.
You do not have to cite legislation. Describe what happened, whose personal information is involved, and what you want us to look into. We may need proportionate identity or authority evidence before disclosing personal information or acting for someone else.
You can also complain to the Information Commissioner's Office.
The ICO recommends giving the organisation an opportunity to complete its complaint process first in most cases. The regulator's current guidance explains how to make a data-protection complaint and what to expect.
A complaint is not the same as every other WinIntel contact.
Using the right route helps the issue reach the right purpose without turning a complaint into a tender submission or a general enquiry.
Use Contact for a normal enquiry that does not allege something has gone wrong.
Use Send One Tender when you want to submit a public tender URL or notice reference for the current human-reviewed service.
Use the Security information route for security-specific reporting and current-control information.
You can raise an accessibility problem here as a complaint, or use the dedicated Accessibility route for the current statement and contact path.
If something remains unresolved, tell us exactly what is still outstanding.
Reply to the WinIntel response with the specific point you believe has not been addressed or has been misunderstood. For a data-protection complaint, you can also take the matter to the ICO. Nothing on this page limits any legal rights or other route available to you.