KB Matrix Ltd
82A James Carter Road, Mildenhall, Suffolk, IP28 7DE
Company No: 16145969 | VAT: 495526060
Email: info@kbmatrix.co.uk | www.kbmatrix.co.uk
Phone: +44 (0)7424872003 | Social: @kbmatrixapp
Data Protection Complaints Policy
Effective Date: 4th August 2025
Review Cycle: Annual (Next Review: August 2026)
Contact: support@kbmatrix.co.uk
1. Purpose and Commitment
KB Matrix Ltd. (“KB Matrix”, “we”, “us”, or “our”) is committed to upholding the highest standards of data protection and privacy in line with its legal obligations under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Data (Use and Access) Act 2024.
This policy establishes a formal mechanism through which individuals may submit complaints concerning our processing of personal data. It is designed to promote early, fair, and effective resolution of concerns, thereby reducing the need for escalation to the Information Commissioner’s Office (ICO).
2. Scope and Applicability
This policy applies to all individuals whose personal data is processed by KB Matrix, including but not limited to:
– Hair professionals and stylists registered on our platform (Basic and Premium tiers);
– Clients who use our mobile or web application to book services; and
– Visitors to our websites, social platforms, or digital tools.
Covered complaints may include:
– Alleged breaches of data protection law;
– Unlawful, unfair, or opaque data processing;
– Refusal to grant access to, correct, or delete personal data;
– Inadequate data security or retention practices; or
– Improper reliance on consent or legitimate interest.
3. Procedure for Lodging a Complaint
Individuals wishing to raise a concern or complaint regarding the use of their personal data should contact us via:
Email: support@kbmatrix.co.uk
To facilitate a prompt and thorough investigation, complainants are encouraged to provide:
– Their full name and preferred method of contact;
– A clear, factual description of the issue, including relevant dates and details;
– Supporting documentation where available; and
– A statement of the remedy or outcome sought, if known.
All complaints will be handled confidentially and in accordance with our legal obligations.
4. Investigation and Resolution Process
Upon receipt of a complaint:
– Acknowledgment: A formal acknowledgment will be issued within five (5) working days.
– Investigation: The matter will be assigned to a senior member of the Data Protection team for independent investigation. The scope may include interviews, system audits, and internal document reviews.
– Resolution: We will endeavour to provide a substantive response within thirty (30) calendar days. Where additional time is necessary due to complexity, the complainant will be notified in writing of the delay and the anticipated completion date.
5. Possible Outcomes and Remedies
Where a complaint is upheld, appropriate remedial action will be taken, which may include:
– Rectification, erasure, or restriction of processing;
– A written explanation or formal apology;
– Amendments to internal processes, systems, or policies; and/or
– Notification to relevant supervisory authorities, where legally required.
All outcomes will be communicated in writing, with a clear statement of the rationale and any rights of further redress.
6. Right to Escalate to the ICO
Should you remain dissatisfied with our handling of your complaint, you may lodge a complaint with the UK’s data protection regulator:
Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Phone: 0303 123 1113
Website: www.ico.org.uk/concerns
We respectfully request that you allow us the opportunity to resolve your concern internally before doing so.
7. Policy Governance and Review
This policy is maintained and reviewed by the Data Protection Officer or designated compliance lead at KB Matrix. It is subject to annual review or ad hoc revision in response to changes in law, regulation, or business operations.
Version: 1.0
Date of Approval: 4 August 2025
Head of Compliance / Data Protection Lead