Marketing & Data Complaints Procedure

How Charcoalblue Group Ltd receives, handles and resolves complaints about data protection and marketing
Effective date: August 2026

This procedure sets out how Charcoalblue Group Ltd (“Charcoalblue”, “we”, “us”, “our”) handles complaints relating to our use of personal data, including complaints about email marketing, website tracking, or how we have handled a data subject rights request. It reflects the data protection complaints-handling duty introduced by the Data (Use and Access) Act 2025, which came into force on 19 June 2026.

 

1. How to complain

You can raise a complaint about our handling of your personal data or our marketing communications by:

  • Emailing [email protected]
  • Writing to us at Charcoalblue Group Ltd, 17 Short St, London SE1 8LJ
  • Using the unsubscribe or “report this email” link in any marketing email you have received from us

Please give us as much detail as possible, including what the complaint relates to (for example, an unwanted marketing email, a cookie or tracking concern, or a rights request you feel was not handled properly) and any reference numbers you have from previous correspondence with us.

 

2. Acknowledgement

We will acknowledge your complaint within 30 days of receiving it, confirming that we have logged it and giving you an indication of what happens next.

 

3. Investigation

  • Your complaint will be logged in our complaints register, recording the date received, the nature of the complaint, and the individual or team investigating it
  • We will review the relevant records — for example marketing consent records, cookie consent logs, or the handling of a prior rights request — to establish what happened
  • Where the complaint concerns a third party we work with, such as HubSpot or Periti, we will contact them as needed to establish the facts

 

4. Outcome

We aim to provide a full response, including the outcome of our investigation and any action we have taken or will take, without undue delay and normally within one calendar month of acknowledgement. If a complaint is complex, we will explain why more time is needed and keep you updated.

 

5. If you are not satisfied

If you remain unhappy with our response, you have the right to complain directly to the Information Commissioner’s Office (ICO) at ico.org.uk or by calling their helpline. We would welcome the opportunity to resolve your concern directly first, but this is entirely your choice.

 

6. Record-keeping

We keep a record of all data protection and marketing complaints, including how each was resolved, to help us identify and fix any recurring issues in our data handling or marketing practices.

 

7. Ownership of this procedure

This procedure is owned by the Marketing and Business Development Team and is reviewed at least annually.