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    Insightful AI

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    Make a data protection complaint

    You have the right to raise concerns about how we handle your personal information.

    A data protection complaint is a concern about how we have collected, stored, used, or shared your personal information. If you believe we have not respected your rights under the Data Protection Act 2018 (DPA 2018) or UK GDPR (the UK's data protection regulation), you can tell us here.

    We will look into every complaint we receive. The Data (Use and Access) Act 2025 (DUAA), a new UK law that strengthens data protection duties, requires organisations like Insightful AI to have a published complaints procedure. This page meets that duty. More than that, it reflects how we think complaints should work: clearly, quickly, and without unnecessary friction.

    If your concern is not about personal data (a question about our services, a general enquiry, or feedback), please use our contact page instead.

    How to complain

    Use the form below. It is the fastest way to reach us. If you prefer, you can also send your complaint by email to hello@insightfulai.co.uk. We accept complaints however they are received.

    What happens after you complain

    1. We receive your complaint: we log your complaint on the day we receive it and begin looking into it straight away.
    2. We acknowledge your complaint within 30 days: you will receive a written acknowledgement within 30 calendar days confirming what we will do next. If we can resolve your complaint within those 30 days, we will send you the outcome instead of a separate acknowledgement.
    3. We investigate: we gather the facts relevant to your complaint and investigate at a level appropriate to what you have raised.
    4. We keep you updated: if the investigation takes longer than the acknowledgement period, we will let you know how it is progressing.
    5. We tell you the outcome: we will write to you with our findings, what we have done, and any changes we have made. We will explain our reasoning in plain language.
    6. If you are not satisfied: you can complain to the Information Commissioner's Office (ICO), the UK's independent body for data protection rights. You do not need to wait for us to finish our investigation before contacting the ICO.

    ICO contact details:

    Website: ico.org.uk
    Telephone: 0303 123 1113
    Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

    Complaining on behalf of someone else

    You can submit a complaint on someone else's behalf. A family member, solicitor, or advocacy organisation can act for the person affected. We will need to verify that the third party is authorised to act before we can share any personal information about the investigation.

    How long we keep complaints data

    We retain records of complaints, investigations, and outcomes for as long as needed to demonstrate compliance with our legal obligations under the DPA 2018 and DUAA. Personal data collected during the complaints process will not be kept longer than necessary.

    Current working retention period: up to three years after the complaint is resolved.

    For full details on how we handle personal data, read our privacy policy.

    Submit your complaint

    By submitting this form, you agree to Insightful AI storing and processing the information you have provided to investigate and respond to your complaint. We will keep your complaint data only as long as needed to handle your complaint and demonstrate compliance with our legal obligations. For full details, read our privacy policy.