Data Protection Complaints Policy

Last updated: 19 June 2026

1. Purpose of this Policy

This policy explains how Primo Artisan Coffee handles complaints relating to the use of personal data. It sets out how you can raise a concern, how we will respond, and your rights if you remain dissatisfied.

This policy is required under the Data (Use and Access) Act 2025, effective from 19 June 2026, which states that individuals must first raise data‑protection complaints directly with the organisation before contacting the Information Commissioner’s Office (ICO).

2. How to Raise a Data Protection Complaint

If you believe we have mishandled your personal data, you can raise a complaint with us using any of the following methods:

Email: contact@primo-coffee.co.uk

Website form: https://primo-coffee.co.uk/contact-us-coffee-and-tea-supplies

Phone: 07552 648448

Post: Primo Coffee and Tea Limited, 10 St Marys Fields, Colchester, Essex CO3 3AE

We will accept complaints submitted informally (e.g. via social media), but we may ask you to confirm details in writing so we can investigate properly.

3. Information We Need From You

To help us investigate your complaint efficiently, please include:

Your name and contact details

A clear description of your concern

Any relevant dates, correspondence, or evidence

What outcome you are seeking

You do not need to use any special wording.

4. How We Handle Your Complaint

Once we receive your complaint:

4.1 Acknowledgement

We will acknowledge your complaint within 30 days.

4.2 Investigation

We will investigate your concern fairly and thoroughly. This may include:

Reviewing relevant systems and records

Speaking with staff involved

Checking our legal obligations

Assessing whether any data breach or non‑compliance occurred

4.3 Keeping You Updated

We will keep you informed of progress without undue delay, especially if the investigation is complex or requires more time.

4.4 Outcome

We will provide a clear written response explaining:

What we found

Any actions we have taken or will take

Your rights if you disagree with the outcome

5. If You Are Still Unhappy

If you remain dissatisfied after we have responded, you may escalate your complaint to the Information Commissioner’s Office (ICO).

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Helpline: 0303 123 1113

Website: https://www.ico.org.uk

The ICO will expect you to have followed our internal complaints process first.

6. How We Record and Store Complaints

We keep a secure record of:

The complaint

Our investigation

Communications with you

The final outcome

These records are retained for three years unless a longer period is required for legal or regulatory reasons.

All complaint records are stored securely and handled in accordance with UK data‑protection law.

7. Updates to This Policy

We may update this policy from time to time to reflect legal or operational changes. The latest version will always be available on our website.