Customer Complaint Procedure

How to raise a complaint with amarti and how we will handle it.

Document control
Reference	AM-PRO-001
Version	1.0
Classification	Public
Owner	James Peachey, Co-founder
Approved by	James Peachey, Co-founder, on 2 June 2026
Next review	2 June 2027
Applies to	All amarti employees, contractors and associates
Standards alignment	ISO 9001:2015 clauses 8.2, 9.1.2, 10.2; Data Protection Act 2018 s.164A

1. Purpose

If something has gone wrong, we would rather hear it from you than not hear it at all.

This procedure explains how to complain to amarti, what we will do, and how long it will take. It applies to complaints from clients, from individuals whose personal data we process, and from anyone else affected by what we do.

A complaint is any expression of dissatisfaction, whether justified or not, about amarti’s services, conduct or handling of information, where a response or resolution is expected.

2. How to complain

You can complain in whichever way suits you. We do not require a particular form of words, and we will not treat your complaint less seriously because of how you sent it.

Route	Details
Email	james@amarti.io, the fastest route and our preferred channel
Online form	The contact form at www.amarti.io, marking your message as a complaint
Post	Marked for the attention of James Peachey, Co-founder, at amarti’s registered office
Verbally	To your usual amarti contact, who will record it in writing and confirm the record back to you
Via your engagement lead	Any amarti consultant who receives a complaint must pass it to James Peachey the same working day

It helps if you can tell us what happened, when, who was involved, what effect it has had, and what outcome you are looking for, but do not delay contacting us to gather all of that.

3. What happens next

Stage	What we do	Timescale
Acknowledge	We confirm we have received your complaint, give you a reference, name the person handling it and set out the expected timescale.	Within 2 working days
Investigate	The complaint owner gathers the facts, reviews records and system logs where relevant, and speaks to the people involved. We may come back to you for clarification.	Starts immediately
Update	If we cannot resolve the complaint within 10 working days, we will contact you with progress and a revised date.	Every 10 working days
Respond	We send a written response explaining what we found, our conclusion and the reasons for it, what we are putting right, and what we are changing to prevent a recurrence.	Within 20 working days
Escalate	If you are not satisfied, tell us within 20 working days and the complaint will be reviewed by a co-founder not previously involved.	Response within a further 15 working days

Complaints are normally handled by James Peachey. Where the complaint concerns James, or where independence requires it, Ben Alexander or Amardeep Sirha will handle it instead.

4. Data protection complaints

If your complaint is about how amarti has handled your personal data, it is a data protection complaint and additional statutory requirements apply under section 164A of the Data Protection Act 2018, inserted by the Data (Use and Access) Act 2025 and in force since 19 June 2026.

• You can make a data protection complaint through any of the routes in section 2, including the electronic form on our website.
• We will acknowledge receipt within 30 calendar days of receiving it. In practice we aim to acknowledge within 2 working days, as above.
• We will take appropriate steps to respond without undue delay, including making the necessary enquiries, and we will keep you informed of progress.
• We will tell you the outcome without undue delay, explaining the steps we took and the conclusion we reached.
• You have the right to complain to the Information Commissioner’s Office if you remain dissatisfied. The ICO can be contacted through its website, on 0303 123 1113, or at Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. We will tell you this in our response.
• Where amarti is acting as a data processor on behalf of a client rather than as the controller, we will tell you promptly and pass your complaint to the client controller, keeping you informed.

You do not have to complain to us before going to the ICO in every case, but the framework is designed so that raising it with us first is usually the fastest way to get the matter resolved.

5. Records and confidentiality

We record every complaint in the complaints register, including when and how it was received, when it was acknowledged, the steps taken during the investigation, the outcome, and any remedial action. Records are kept for six years and may be requested by the Information Commissioner’s Office in the case of data protection complaints.

Complaints are handled confidentially and shared only with those who need to be involved. Personal data provided in a complaint is processed as described in the Privacy Policy (AM-POL-013). Where a complaint reveals a personal data breach, it is also handled under the Information Security Incident Management Procedure (AM-PRO-003) and assessed for reporting to the ICO within 72 hours.

6. Learning from complaints

A complaint that produces an apology but no change is a wasted complaint. For every upheld complaint we identify the root cause and record a corrective action with a named owner and a date, in line with clause 10.2 of ISO 9001:2015.

James Peachey reviews complaint volumes, themes, timescales achieved and corrective action status at each quarterly leadership review, and reports on them at the annual management review. Recurring themes are treated as a quality nonconformity under the Standard Operations Policy and Procedure (AM-PRO-002).

7. Unreasonable and vexatious complaints

Very occasionally a complaint is pursued in a way that consumes disproportionate resource or involves abusive behaviour towards our people. In those cases James Peachey may restrict contact to a single named channel or decline to correspond further on a matter that has been fully answered. Any such decision will be explained in writing, will not be taken lightly, and does not affect your right to approach the Information Commissioner’s Office or to pursue any other legal remedy.

We will always make reasonable adjustments for complainants with a disability or in vulnerable circumstances, as set out in the Vulnerable Customer Policy (AM-POL-009).

Questions about this document

The first point of contact for this document is James Peachey (james@amarti.io). Where a query is best handled by another member of the leadership team, it will be routed as follows:

Contact	Area	Email
Ben Alexander, Co-founder	Sales, client engagement and consultant operations	ben@amarti.io