Data Protection Complaints Procedure

This procedure covers complaints about how Vanoly Ltd collects, stores, uses, shares or otherwise processes personal data. This includes personal data provided by hirers, drivers named on a hire agreement, and any other individual whose data we hold in connection with our services.

You can raise a data protection complaint free of charge. Please contact our Data Protection Contact using the details below. Complaints made in writing (by email or letter) help us investigate accurately, but we will also accept complaints made by telephone.

To help us deal with your complaint quickly, please include the following where you can:

• Your details — your name and a contact email address or telephone number.
• Hire reference — any hire agreement number or reference, if applicable.
• What happened — a clear description of your concern about how your data was handled.
• Dates — when the issue happened, or when you became aware of it.
• Outcome sought — what you would like us to do to put things right.

We take every complaint seriously and will handle it fairly, confidentially and without detriment to you. Once we receive your complaint:

• We will acknowledge your complaint in writing, normally within five (5) working days of receiving it.
• A member of Vanoly staff independent of the issue, where practical, will review and investigate your concern.
• We may contact you to confirm details or request further information so we can investigate fully.
• We will provide a full written response without undue delay, and in any event within one (1) month of receiving your complaint.

If your complaint is particularly complex, or you have made several requests, we may need additional time. Where this applies, we will tell you within the first month, explain why, and confirm the extended timeframe, which will not exceed a further two (2) months.

Our written response will explain the outcome of our investigation, any action we have taken or will take as a result, and the reasons for our decision. Where we have made an error, we will set out how we intend to put it right and prevent it happening again.

We keep a record of all data protection complaints, the investigation carried out, and the outcome. These records are held securely, used only for managing and improving how we handle personal data, and retained in line with our normal retention practices.

If you are unhappy with our response, please let us know and we will review the matter again. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection. You can contact the ICO at any time, though we would appreciate the chance to resolve your concern first.

This procedure should be read alongside clause 11.10 (Data Protection) of the Vanoly Van Hire Agreement, which explains how we process personal data. Personal data is held securely, used solely for the purposes of managing your hire agreement, and is not shared with third parties except where required by law or necessary for the administration of fines and insurance claims.