- Owner
- Alex Moyies, Director
- Version
- 1.2
- Next review
- 12 months from approval, or sooner on material change
- Applies to
- All directors, employees and contractors of Lead Ignition Ltd
- Classification
- Public
- Approval
- Signed by James Moyies, Director, 11 October 2026
1. Purpose
1.1We would rather know when something has gone wrong than not. This procedure explains how a client can complain, what we will do, and how quickly.
2. Who this is for
2.1This procedure covers complaints from our clients about the services Lead Ignition Ltd provides. It does not cover complaints from our clients' own customers about our clients' products or advice. Those are handled by the client, or by any organisation it shares responsibility with, under their own complaints process.
2.2Where a client's customer complaint touches on something we do, we support the client in investigating it and provide whatever records they need from the systems we operate, on the client's instructions.
3. How to complain
3.1Contact us in any of these ways. You do not need to use the word "complaint" for it to be treated as one.
| Route | Detail |
|---|---|
| [email protected] | |
| Telephone | 020 7177 1702 |
| Post | Lead Ignition Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ |
| Through your usual contact | Tell whoever you normally deal with. They will pass it to a director. |
4. What we will do
| Stage | Timescale | What happens |
|---|---|---|
| Acknowledge | 1 business day | We confirm we have received your complaint and tell you who is handling it. That will normally be Alex Moyies, Director. |
| Investigate | 5 business days | We look into what happened. We may come back to you for more detail. If it will take longer than 5 business days we tell you why and give you a date. |
| Respond | Within 10 business days | We give you our findings in writing: what happened, whether we agree something went wrong, what we are doing about it, and what we will do to stop it happening again. |
| Escalate | On request | If you are not satisfied, tell us and the other director will review it. Where both directors have been involved, we will ask an independent third party to review it. |
5. Putting things right
5.1Where we have got something wrong we will say so and fix it. Depending on what happened that might mean correcting the work at no charge, crediting fees, or changing how we do something. We will tell you which.
5.2Where a complaint includes, or could lead to, a claim for compensation, we tell our insurer before we respond on liability or agree any compensation or credit. This does not delay our acknowledgement, our investigation or putting the work right.
6. Recording and learning
6.1Every complaint is recorded in our internal complaints log with the date received, the nature of the complaint, the outcome, and any change we made as a result. The owner reviews the log at least annually and adds any recurring theme to the risk register.
7. If a complaint involves personal data
7.1Complaints about how we handle personal data can also be sent to our data protection lead at [email protected]. Where a complaint concerns the handling of personal data, the Data Protection Policy and, if relevant, the Data Breach Procedure apply alongside this procedure. Where we handle the data as a processor, we tell the client (the controller) promptly.
7.2You also have the right to complain to the Information Commissioner's Office at ico.org.uk, at any time, whether or not you have complained to us first.
Changes in v1.1
| Section | Change |
|---|---|
| Document control | New control block. Version 1.1, effective on approval. Replaces v1.0 dated 3 August 2026. |
| 3 | Complaints email changed to the company address [email protected]. |
| 4 | Escalation now goes to the other director, and to an independent third party only where both directors were involved. Timescales stated in business days. |
| 2, 7 | Joint controllers mentioned. Processor duty to tell the controller added. |
Approval
Approved and signed on behalf of Lead Ignition Ltd.
Signed
James Moyies
Signed electronically
Name and role
James Moyies, Director
Date
11 October 2026
Version 1.2. Next review: 12 months after approval
Questions about this document? Email [email protected].