Complaints Policy
Last updated: 2026-08-12Version 1.0
This document satisfies the statutory duty introduced by the Data (Use and Access) Act 2025, which requires organisations to have and publish a procedure for handling data protection complaints, with acknowledgement within 30 days. It also covers general service complaints, so you only need one page.
How to complain
Email support@voiceora.io with "Complaint" in the subject line, or write to:
GravitonForge Technologies Ltd 12 Primrose Gardens, Auckley, Doncaster, England, DN9 3RR
Please tell us:
- your name and the email address on your Voiceora account;
- what happened, and when;
- what you would like us to do about it.
You do not need to use any particular form of words, and you do not need to identify which law you think applies. If you tell us you are unhappy, we will treat it as a complaint.
What happens next
| Stage | Timescale |
|---|---|
| We acknowledge your complaint in writing | Within 30 days of receiving it, and normally within 5 working days |
| We investigate and respond substantively | Within 30 days of acknowledgement. If we need longer, we will tell you why and give you a new date |
| If you are not satisfied, you can ask us to review | We will respond to a review request within 30 days |
Complaints are handled by Philip Pillar, Director, who is accountable for data protection at GravitonForge Technologies Ltd.
Data protection complaints
If your complaint is about how we have handled your personal data, we will:
- record it in our complaints log;
- investigate what happened and why;
- tell you what we found, what we have done to put it right, and what we have changed to stop it happening again;
- tell you about your right to complain to the Information Commissioner's Office.
You can complain to the ICO at any time — you do not have to come to us first. We would prefer the chance to put things right, but it is your choice.
Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF 0303 123 1113 ico.org.uk/make-a-complaint
Complaints about billing, cancellation or the service itself
We will handle these under the same timescales. If we cannot resolve a billing or contract dispute between us, you may have the right to bring a claim in the county court. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We are not currently a member of an alternative dispute resolution (ADR) scheme.
What we record
For every complaint we record: the date received, who complained, what about, who handled it, what we decided, when we responded, and any action taken as a result. We review the log periodically to identify patterns.
We keep complaint records for two years from closure.