Privacy Policy
Effective Date: 1 March 2026
Last Updated: 27 February 2026
1. Who We Are
Complaints Badger Ltd is the data controller for personal information processed through our correspondence services.
Email: hello@complaints-badger.com
Website: complaints-badger.com
This Privacy Policy explains how we collect, use, share and protect your personal information.
2. What Information We Collect
Information You Provide Directly
Contact Information: Full name, postal address, email address, phone number.
Complaint Information: Details of your complaint, information about the organisation you are complaining about, supporting documents or evidence, your instructions and preferences.
Payment Information: Payment details are processed by Stripe. We do not store your full payment card details. We retain basic transaction information (amount, date, payment status).
Information We Create
Correspondence Records: Drafts of correspondence, copies of correspondence sent, responses received, case progress notes.
Automatically Collected Information
Website Usage: IP address, browser type, pages visited, time and date of visits. This data is collected when you use our website and is used to improve our services.
Letter of Authority Records: When you sign the Letter of Authority, we record your name, the timestamp, your IP address and browser information as an audit trail.
3. How We Use Your Information
To Provide Our Service: Draft and send correspondence on your behalf, communicate with target organisations, forward responses to you, manage your case.
Business Operations: Process payments, keep records, improve our services, respond to your questions.
Legal Compliance: Comply with legal obligations, keep financial records as required by HMRC, respond to legitimate requests from regulators.
4. Legal Basis for Processing
Contract Performance: Processing necessary to provide our correspondence services as agreed in our Terms of Service and Letter of Authority.
Legitimate Interests: Improving our services, business administration, fraud prevention, website security.
Legal Obligation: Keeping financial records, responding to regulatory requests.
5. Who We Share Your Information With
Target Organisations: We share relevant complaint information with the organisation you are complaining about. This is necessary to provide our service.
Email and Postal Services: We use email providers (Postmark) and postal services to send correspondence on your behalf.
Payment Processor (Stripe): Stripe processes payment information. They have their own privacy policy.
AI Services (Anthropic): We use AI services to help draft correspondence. Your complaint information is processed to generate draft letters. These providers are bound by data processing agreements.
Professional Advisers: We may share information with lawyers, accountants or other advisers for business purposes.
Regulatory Bodies: We may share information if required by law.
6. International Transfers
Some service providers (particularly AI services) may process your information outside the UK. We ensure protection through adequacy decisions, standard contractual clauses, or other appropriate safeguards.
7. How Long We Keep Your Information
Active Cases: We keep your information while your case is active.
Closed Cases: We retain case information for 12 months after case closure, then delete it.
Financial Records: Basic payment information is kept for 6 years to comply with HMRC requirements.
8. Your Rights
Under data protection law, you have the right to:
- Access your personal information (Subject Access Request)
- Correct information that is inaccurate or incomplete
- Delete your personal information in certain circumstances
- Data portability (receive your information in a structured format)
- Restrict processing of your information
- Object to processing based on legitimate interests
- Withdraw consent where consent is the legal basis
To exercise any of these rights, contact us at hello@complaints-badger.com. We will respond within one month.
9. Data Security
We protect your information through:
Technical Measures: Secure hosting with encryption, access controls, regular security updates, secure transmission of sensitive data.
Organisational Measures: Limited access on a need-to-know basis, regular review of data processing, incident response procedures.
If a data breach occurs that poses a high risk to your rights, we will notify you within 72 hours.
10. Cookies
Our website uses minimal cookies:
- Essential cookies: Required for basic website functionality
- Analytics cookies: To understand how our website is used (anonymised)
You can control cookies through your browser settings.
11. Complaints
If you have concerns about how we handle your personal information, contact us at hello@complaints-badger.com.
You also have the right to complain to the Information Commissioner's Office (ICO):
- Website: ico.org.uk
- Phone: 0303 123 1113
12. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of significant changes by email and by updating the date above.
13. Contact Information
Data Protection Enquiries
Email: hello@complaints-badger.com
Complaints Badger Ltd
Website: complaints-badger.com