Complain to us about how we handle your personal data

What we will do

• Confirm we have it. Usually within a minute, by email, with a reference number. By law we have up to 30 days to acknowledge a complaint, but we do not intend to use them.
• Look into it without undue delay. We will check what we actually hold and what actually happened, not just what we think happened.
• Keep you updated if it is taking longer than expected.
• Tell you the outcome — what we found, what we changed, and if we disagree with you, why.

You do not need to prove who you are

Not to make a complaint. If a real doubt about your identity comes up while we are looking into it, we will ask you then and tell you exactly what we accept. If we already have enough to be satisfied it is you, we will not ask at all. Asking for a copy of your data is different — for that we do need to be reasonably sure who you are.

Complaining for someone else

You can, but we will need their written permission (or a power of attorney) before we start looking into it. Send the form now and attach the permission to your reply to the confirmation email — we will hold the complaint open meanwhile.

You can also just email us

Write to [email protected] with “Data protection complaint” in the subject line, or post a letter to MIRRAI CHAT LTD, 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom. However you contact us, we will treat it as a complaint and handle it the same way. If you would rather write than use the form, these are the things it helps us to know:

• an email address we can reply to;
• whether you are complaining for yourself or for someone else;
• what happened;
• which personal data it is about, if you know;
• roughly when it happened;
• what you would like us to do about it.

You can go to the regulator instead, or as well

You have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint at any time. You do not have to come to us first, and you do not have to wait for us to finish.

What happens to what you write here

We use it only to handle your complaint. We keep the record so we can show we met our deadlines, and then we delete it. It is not used for marketing and it does not go to anyone outside the company beyond the services that run our email and database. Full detail is in our privacy notice.

Please only include what we need. Do not paste medical records, financial detail or anything about your health, beliefs or background unless it is actually part of the complaint — and if it is, one sentence is usually enough for us to know where to look.