Complaints Procedure
投诉程序
We take complaints seriously and want to resolve them quickly. This page explains how to raise a complaint about data protection, privacy, or any aspect of the Menuva service. This procedure is provided in accordance with Section 103 of the Data (Use and Access) Act 2025.
1. How to complain
Email hello@menuva.co.uk with the following information:
- What happened: describe your concern clearly
- Relevant dates: when the issue occurred
- What outcome you are looking for: how you would like us to resolve it
If your complaint relates to how we handle personal data, please also state which right under the UK GDPR you believe has been affected (for example, the right to erasure under Article 17, or the right to object under Article 21). Our Privacy Policy explains how we process data and your rights in full.
Tip: The email link above opens a pre-structured template. You can also write to hello@menuva.co.uk directly using any format you prefer.
2. What we will do
| Step | Timeline |
|---|---|
| Acknowledge your complaint | Within 30 days of receipt |
| Investigate the issue fairly and proportionately | Ongoing |
| Respond with our findings and any action taken | Without undue delay |
If your complaint relates to a data subject access request (DSAR) under UK GDPR Article 15, we will respond within one calendar month as required by Article 12(3).
If we need more time to investigate, we will let you know and keep you updated.
3. If you are not satisfied
If you are unhappy with our response, you have the right under UK GDPR Article 77 to lodge a complaint with the Information Commissioner's Office (ICO):
- Website: ico.org.uk
- Phone: 0303 123 1113
- Address: Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
The ICO is the UK's independent supervisory authority for data protection and information rights. You do not need to complain to us first before contacting the ICO, but we appreciate the opportunity to resolve issues directly where possible.
4. Related pages
- Privacy Policy: how we collect and use your data
- Cookie Policy: cookies and similar technologies we use
- Regulatory Compliance: the regulations we have assessed and how we address them
- Contact: general enquiries and support
我们认真对待每一项投诉，并希望尽快解决。本页面说明如何就数据保护、隐私或 Menuva 服务的任何方面提出投诉。本程序根据《2025 年数据（使用与访问）法案》第 103 条制定。
1. 如何投诉
发送邮件至 hello@menuva.co.uk，并包含以下信息：
- 事件描述： 清楚说明您的问题
- 相关日期： 问题发生的时间
- 期望的结果： 您希望我们如何解决
如果您的投诉涉及我们处理个人数据的方式，请同时说明您认为受到影响的 UK GDPR 权利（例如，第 17 条规定的删除权或第 21 条规定的反对权）。我们的隐私政策详细说明了我们如何处理数据以及您的权利。
提示： 以上邮件链接会打开一个预设模板。您也可以直接发送邮件至 hello@menuva.co.uk，使用任何您方便的格式。
2. 我们将如何处理
| 步骤 | 时限 |
|---|---|
| 确认 收悉您的投诉 | 收到后 30 天内 |
| 调查 公正、适当地调查问题 | 进行中 |
| 回复 说明调查结果及采取的措施 | 不会有不当延迟 |
如果您的投诉涉及 UK GDPR 第 15 条规定的数据主体访问请求 (DSAR)，我们将按照第 12(3) 条的要求在一个日历月内回复。
如果我们需要更多时间进行调查，会及时通知您并持续更新进展。
3. 如果您不满意
如果您对我们的回复不满意，您有权根据 UK GDPR 第 77 条向信息专员办公室（ICO）提出投诉：
- 网站： ico.org.uk
- 电话： 0303 123 1113
- 地址： Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
ICO 是英国负责数据保护和信息权利的独立监管机构。您无需先向我们投诉才能联系 ICO，但我们感谢您给予我们直接解决问题的机会。
4. 相关页面
Contact
Email: hello@menuva.co.uk
More: Visit Contact page
联系
更多: 前往联系页面