Complaints Procedure

We want everyone who works with imiy — as an individual, a manager or an organisation — to feel heard. If something has gone wrong, this page explains how to tell us and what will happen next.

How to raise a complaint

In the first instance, please email Sean directly at info@imiy.co.uk with the subject line "Complaint". Include:

• Your name and, if relevant, your organisation.
• A summary of what happened, including dates.
• What you would like to see put right.

What happens next

We will acknowledge your complaint within 3 working days of receiving it.

We will investigate and give you a full written response within 20 working days. If we need longer for any reason, we will tell you why and give you a new date.

Where we have got something wrong, we will say so clearly, explain what we are changing, and — where appropriate — offer a suitable remedy.

If you are still not satisfied

If you are not happy with our response, you can ask for the complaint to be reviewed again by Sean, setting out what you feel has been missed. We will respond to that review within a further 15 working days.

If your complaint relates specifically to how we have handled your personal information, you also have the right to complain to the UK Information Commissioner's Office at ico.org.uk.

Confidentiality

All complaints are handled confidentially. We only share the details with people who need to know in order to look into what happened.