Complaints Policy

1. Our Approach to Complaints

It Accounts Support Limited (itas Solutions) views complaints as a valuable opportunity to improve our services and put things right for those who have raised a concern. We are committed to handling all complaints - including data protection complaints - in a fair, transparent and timely manner.

Our commitments:

  • To provide a fair and clear complaints procedure that is easy to use
  • To make our complaints process publicly accessible and well-signposted
  • To ensure all staff know how to handle a complaint when received
  • To investigate all complaints fairly and without undue delay
  • To resolve complaints wherever possible and repair relationships
  • To use complaints to continuously improve what we do

2. What Is a Complaint?

A complaint is any expression of dissatisfaction - whether justified or not - about any aspect of itas Solutions, including our ongoing support, implementation of solutions, or how we handle personal data.
Complaints may come from any individual or organisation with a legitimate interest in itas Solutions, including the general public. This policy does not cover internal staff complaints, which are governed by our internal HR policy.

3. How to Make a Complaint

Complaints can be submitted by any of the following methods:
  • Email: info@itassolutions.co.uk
  • Post: itas Solutions, 100 High Street, Mold, CH7 1BH, United Kingdom (FAO: Complaints)
  • Phone: 01824 780000
For data protection complaints specifically, please mark your correspondence 'FAO: Data Protection Complaint'.

4. Our Complaints Procedure

The same process applies to all complaints - whether about our services, how we've handled your data, or any other aspect of itas Solutions. This ensures a consistent, fair experience for everyone.
Stage 1 - Initial Resolution
Where possible, complaints are best resolved by the person responsible for the matter. If that person receives the complaint, they should attempt to resolve it promptly. Whether or not resolved at this stage, the complaint must be passed to the appropriate Senior Manager within five business days.
On receiving the complaint, the Senior Manager will:
  1. Record the complaint in the complaints log
  2. Acknowledge receipt to the complainant within 30 days of receipt
  3. Assign an appropriate person to investigate if not already resolved
  4. Inform the individual the complaint relates to, giving them a fair opportunity to respond
  5. Aim to provide a full response within one calendar month of acknowledgement
If a full response cannot be provided within one month, a progress update will be sent with an indication of when a full reply will be given.
The response will clearly explain: the steps taken to investigate; the conclusions reached; and any action taken or proposed as a result.
Stage 2 - Director Review
If the complainant is not satisfied with the Stage 1 outcome, they may request a review at Director level. This request should be made in writing within 20 working days of receiving the Stage 1 response.
At Stage 2:
  1. The complaint is passed to a Director
  2. Acknowledgement is sent within 30 days of receiving the escalation request
  3. The Director (or suitably senior delegate) reviews all paperwork and the Stage 1 handling
  4. A full response is provided within one calendar month where possible
The Director's decision is final unless external assistance is deemed appropriate. The Stage 2 process may be varied by the Director to avoid conflicts of interest - for example where the complaint relates to a senior member of staff.

5. Additional Guidance for Data Protection Complaints

If your complaint relates to how we have handled your personal data under UK GDPR, DPA 2018, PECR or the Data (Use and Access) Act 2025, the process in Section 4 applies in full. The following additional guidance applies specifically to data protection complaints.
5.1 What to Include
To help us investigate efficiently, please include:
  • Your full name and contact details
  • A clear description of your concern and the specific data protection issue
  • The approximate date(s) the issue occurred
  • Any relevant correspondence or documentation
  • Your preferred method of response
If you are acting on behalf of another individual, we may request written authorisation (e.g. a signed letter of authority or power of attorney).
5.2 Internal Escalation
If you are not satisfied with the outcome of your data protection complaint at Stage 1 or Stage 2, please let us know and we will escalate to our Data Protection lead. They will review the matter independently and respond with their decision.
5.3 Escalating to the ICO
Your right to complain to the ICO: If you remain dissatisfied after our complaints process, or at any time, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at www.ico.org.uk, by calling 0303 123 1113, or by post to: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

6. Confidentiality

All complaint information will be handled sensitively and shared only with those who need to know in order to investigate and resolve the complaint, in accordance with our Privacy Policy and applicable data protection law.

7. Accessibility

We are committed to making our complaints process accessible to everyone. If you require any reasonable adjustments - for example, information in an alternative format - please let us know and we will do our best to accommodate your needs.

8. Monitoring and Learning

All complaints are recorded in our complaints log. We review this log at least annually to identify trends, recurring issues or areas for improvement. Responsibility for this policy and its implementation rests with the Directors of itas Solutions.

9. Review

This policy is reviewed annually and updated as required to reflect changes in law or business practice.

10. Contact