Complaints Procedure

If you have a complaint about Lycia Limited's services, staff conduct or data processing, please contact us:

• By post: Lycia Limited, 282a Leigh Road, Leigh-on-Sea, Essex, SS9 1BW, United Kingdom
• Via our contact page
• Via our security reporting page for security or privacy concerns

Please provide as much detail as possible, including dates, references and the nature of your complaint.

Complaints are handled as follows:

1. Acknowledgement — we will acknowledge your complaint within 5 working days
2. Investigation — your complaint will be investigated by an appropriate member of staff or management
3. Response — we aim to provide a full response within 20 working days; complex complaints may take longer
4. Escalation — if you are not satisfied with the response, you may escalate to the Master Administrator

If your complaint relates to how Lycia handles your personal data, you may also:

• Submit a data subject request via our Data Subject Rights page
• Complain to the Information Commissioner's Office (ICO) at ico.org.uk or by phone on 0303 123 1113

You do not need to complain to Lycia first before contacting the ICO, though we would appreciate the opportunity to resolve your concern.

All complaints are handled confidentially. Information about your complaint will only be shared with staff who need to know in order to investigate and respond.

Lycia uses complaints as an opportunity to improve its services. Lessons learned from complaints are documented and used to update policies, procedures and training where appropriate.