amber.systems data protection complaints procedure

Last updated: 18 August 2026

This procedure explains how to complain to amber systems ltd, trading as amber.systems, about the way we have collected, used, disclosed, secured, retained or otherwise processed personal information.

How to make a complaint

You can make a data protection complaint using any of these channels:

• Email: complaints@amber.systems
• Telephone: 01223 230001

For privacy enquiries or standalone data protection rights requests that are not complaints, email privacy@amber.systems.

You do not need to use legal terminology or identify a particular law. Please explain what happened, which information or service is involved, when it occurred, and what outcome you are seeking. Supporting documents, screenshots, account identifiers or relevant correspondence may help us investigate, but are not required before you contact us.

You may complain on behalf of another person. We may ask for evidence that you are authorised to act for them. We may also ask for information reasonably necessary to confirm identity where this is needed to protect personal information from unauthorised disclosure.

Tell us if you need a reasonable adjustment or another accessible way to communicate.

What happens after we receive a complaint

We will:

1. Acknowledge the complaint within 30 days of receiving it.
2. Identify the issues raised and, where necessary, ask proportionate questions to clarify them.
3. Make appropriate enquiries, which may include reviewing relevant systems, logs, account records, correspondence, contracts and information held by service providers.
4. Consider the facts, our legal obligations, the rights and interests of the people involved, and any steps needed to prevent recurrence.
5. Keep you informed as appropriate, particularly where the investigation is likely to take longer than expected.
6. Communicate the outcome without undue delay, including an explanation of our findings and any action taken or proposed.

We will handle the complaint impartially and restrict access to people who need the information to investigate, advise on or resolve it. Where appropriate, we may obtain confidential advice from legal, technical or professional advisers.

Possible outcomes

Depending on the circumstances, we may:

• correct, complete, delete or restrict personal information;
• change permissions, configuration, retention or security controls;
• provide information or an explanation;
• notify a service provider or other organisation involved;
• update a process, contract, notice or internal record;
• decline a requested action where it is not required or would adversely affect another person’s rights, explaining why; or
• take no further action where the complaint is not substantiated, explaining our conclusion.

Complaints that also include a rights request

A complaint may also exercise a data protection right, such as access, rectification, erasure, restriction or objection. We will identify and handle that part under the applicable statutory time limit. Rights requests are normally answered within one calendar month, subject to permitted extensions for complex or multiple requests.

Records and confidentiality

We retain complaint records normally for six years after final closure so that we can document the investigation, outcome, compliance and any related legal claim. We may keep them for longer where a legal hold, investigation or proceeding remains active.

Complaint information is used only for handling the matter, meeting legal obligations, improving relevant processes, and establishing, exercising or defending legal claims. We do not publish complainants’ identities or complaint details unless required by law or authorised by the person concerned.

Complaining to the ICO

You may complain to the Information Commissioner’s Office if you are dissatisfied with our response or believe your data protection rights have been infringed:

• Website: https://ico.org.uk/make-a-complaint/
• Telephone: 0303 123 1113
• Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom

We would appreciate the opportunity to investigate first, but contacting us does not remove your right to approach the ICO.