Retainagroup Ltd Complaints Procedure

Effective Date: 19 June 2026

Our Commitment

Retainagroup Ltd is committed to providing high-quality vehicle and asset security services, International Security Register (ISR) services, and data reporting solutions. We take all complaints seriously and use feedback to improve our services.

This procedure explains how customers, data subjects, suppliers, partners, and members of the public can raise concerns about our services or the way we process personal information.

Making a Complaint

If you are dissatisfied with any aspect of our service, products, reporting, customer support, or our handling of personal information, you have the right to make a complaint.

We will treat all complaints fairly, impartially, and confidentially.

You may submit a complaint using any of the following methods:

By Post

Retainagroup Ltd
Unit 5 St Johns Court
Foster Road
Ashford Business Park
Ashford
Kent
TN24 0SJ
United Kingdom

By Telephone

International Security Register (ISR) – 24/7
+44 (0)1233 333000

Sales & General Enquiries
+44 (0)1233 504167

By Email

General Complaints: info@retainagroup.com

Data Protection Complaints: privacy@retainagroup.com

Online

www.retainagroup.com

Social Media

Complaints may also be received through our social media channels. Where a complaint contains personal information or requires verification of identity, we may ask you to continue communications through a more secure channel such as email, telephone, or post.

Other Methods

Retainagroup Ltd will accept complaints made through any reasonable communication channel. Individuals are not required to use a specific form, email address, or process in order for a complaint to be accepted and investigated.

Complaints About Personal Data

Under the UK data protection legislation, including the Data (Use and Access) Act 2025, individuals have the right to complain about how Retainagroup Ltd collects, stores, uses, shares, or otherwise processes their personal information.

Examples of data protection complaints may include:

  • Concerns regarding the accuracy of personal data.
  • Alleged misuse or unauthorised disclosure of personal data.
  • Failure to respond appropriately to data subject rights requests.
  • Concerns regarding data retention periods.
  • Issues relating to marketing communications.
  • Concerns about data security or confidentiality.

Individuals will be informed of their right to complain about the use of their personal data at the point where personal information is collected and within our Privacy Notice.

How We Handle Complaints

Upon receiving a complaint, Retainagroup Ltd will:

  1. Record the complaint and commence an assessment.
  2. Acknowledge receipt of the complaint.
  3. Investigate the matter fairly and objectively.
  4. Request additional information where necessary.
  5. Keep the complainant informed where appropriate.
  6. Communicate the outcome and any actions taken.

For general complaints, we aim to acknowledge receipt within five (5) working days.

For complaints relating to personal data processing, we will acknowledge receipt within thirty (30) calendar days as required by applicable legislation.

We will investigate all complaints and communicate the outcome without undue delay.

Where additional time is required due to the complexity of the matter, we will explain the reasons and provide updates on progress.

Escalating a Complaint

If you remain dissatisfied with our response, you may request an internal review by a senior manager or director.

A senior member of management who has not previously been involved in the matter will review the complaint and provide a final response.

Information Commissioner's Office (ICO)

If your complaint concerns the processing of personal data and you remain dissatisfied after receiving our final response, you have the right to complain to the Information Commissioner's Office (ICO).

Information Commissioner's Office (ICO)

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Website: www.ico.org.uk

We encourage individuals to contact us first so that we have an opportunity to investigate and resolve concerns directly.

Alternative Dispute Resolution

Where appropriate and applicable, Retainagroup Ltd may provide information regarding relevant Alternative Dispute Resolution (ADR) services that may assist in resolving disputes independently.

Monitoring and Continuous Improvement

All complaints are reviewed periodically to identify trends, improve service quality, strengthen data protection practices, and enhance customer satisfaction.

This Complaints Procedure forms part of Retainagroup Ltd's governance and compliance framework and is reviewed regularly to ensure compliance with applicable legal and regulatory requirements.

Last Reviewed: June 2026