Last updated: 8 September 2026
If something has gone wrong, we want to hear about it directly. A complaint handled properly usually costs less and teaches us more than one escalated to a regulator, and we would rather fix a problem than defend it.
This procedure also discharges the duty introduced by the Data (Use and Access) Act 2025, in force since 19 June 2026, which gives you the right to complain to us directly about how we handle your personal data before going to the Information Commissioner's Office, and requires us to acknowledge that complaint within 30 days and resolve it without undue delay.
1. What this covers
Any concern about the quality of our services or a deliverable; the conduct or professional behaviour of anyone acting for us; how we have handled your personal data; billing or contractual matters; the accessibility of our website, materials, or services; an AI system we built or operate; or anything else you think we have got wrong.
2. How to complain
| Route | Detail |
|---|---|
| max@enablai.co.uk | |
| Data protection specifically | max@enablai.co.uk (put "Data protection complaint" in the subject) |
| Post | Complaints, Enablai Ltd, at the registered office shown in our Legal Notice |
| Form | /contact |
You may complain in any accessible format you prefer, including in large print, as an audio recording, or through a representative. If you need help making a complaint, ask us and we will help you put it in writing — including where the complaint is about us.
It helps if you tell us your name and how to reach you; what happened and when; who was involved; what you have already been told; and what outcome you are looking for. If you do not have all of that, complain anyway and we will work it out with you.
Anonymous complaints are investigated so far as we can without being able to come back to you for detail. You can use the same routes to raise a concern about wrongdoing rather than service, and we do not retaliate against anyone who does.
3. What happens, and when
| Stage | What happens | Timescale |
|---|---|---|
| 1. Acknowledgement | We confirm receipt in writing, give you a reference, tell you who is handling it, and confirm what we understand the complaint to be | Within 5 working days, and in every case within the statutory 30 days for data protection complaints |
| 2. Investigation | The owner reviews the file, speaks to those involved, and comes back to you if anything needs clarifying | Begins immediately |
| 3. Response | A written response: what we found, whether we uphold the complaint in whole or part, why, what we will do about it, and how to escalate if you are not satisfied | Within 20 working days of acknowledgement |
| 4. If we need longer | Complex matters sometimes take more time. We will tell you why, and give you a date | We will not extend past 40 working days without your agreement |
| 5. Escalation | An independent mediator, appointed and paid for by Enablai, reviews the complaint and our handling of it afresh | Within 15 working days of your escalation request |
| 6. Final response | Our final position, in writing, with your onward options | With the stage 5 outcome |
4. Who handles it
| Complaints owner | Max Ayers, Director — max@enablai.co.uk |
| Data protection complaints | Max Ayers, Director, our privacy lead — max@enablai.co.uk |
| Escalation | An independent mediator, appointed and paid for by Enablai, who reviews the complaint and our handling of it afresh |
No one investigates a complaint about their own conduct or their own work. Enablai is a small firm with a single published complaints owner, so if your complaint concerns him personally, or you are not satisfied with his response, we will offer independent mediation at our own cost rather than review it ourselves.
5. Our commitments
We will take your complaint seriously and not treat it as a nuisance. We will not charge you for making one, and we will not stop or degrade any service because you have. We will be honest when we have got something wrong, say so plainly, and put it right. We will tell you what we have changed as a result. We will keep your complaint confidential, sharing it only with those who need it to investigate or as law requires. We will record every complaint and review them quarterly at director level to find patterns.
6. Data protection complaints and the ICO
For a complaint about how we handle personal data, you have the statutory right described above to come to us first. You do not have to, and using this procedure does not remove or delay your right to go to the regulator at any point.
Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF 0303 123 1113 · ico.org.uk/make-a-complaint
If you are in the European Economic Area you may instead complain to the supervisory authority of your habitual residence, your place of work, or the place of the alleged infringement.
7. If you are still not satisfied
| Type of complaint | Onward route |
|---|---|
| Personal data | The ICO, or your EEA supervisory authority — see §6 |
| Accessibility (UK) | Equality Advisory and Support Service, 0808 800 0082 — see our accessibility statement |
| Accessibility (EU) | The national enforcement authority under the European Accessibility Act |
| Contractual dispute (business client) | The dispute-resolution provisions in the written engagement terms agreed for that work |
| Contractual dispute (consumer) | Our services are supplied to organisations rather than to consumers. If you are nonetheless a consumer with a contractual dispute, the courts remain available to you; we do not currently participate in an alternative dispute resolution scheme |
| An AI system we built or operate | See §9 of our responsible AI statement |
| Conduct or wrongdoing | The relevant regulator or authority |
| Anything else | The courts of England and Wales |
Nothing in this procedure limits your legal rights or your ability to take a matter to a court, tribunal, or regulator at any time.
8. Learning from complaints
Every complaint is logged with its category, root cause, outcome, and any corrective action. The log is reviewed quarterly by the directors, and the corrective actions are tracked to closure. Where a complaint reveals a systemic problem we fix the system, not just the instance, and we tell the person who complained what changed.
9. Records
We keep complaint records for 6 years from closure, in order to handle any escalation, demonstrate compliance to a regulator, and identify patterns. Personal data in them is handled under our privacy policy.