Complaints Handling Procedure

Data Solutions

  • Sponsored Telephone Survey Data
  • Lead Generation - Online
  • Lead Generation - Offline
  • Data Profiling
  • List Rental

Measuring Success

  • Data Planning
  • Direct Mailing Lists
  • Diverse Marketing Lists
  • Buying Agent
  • Client Database Building - Internal/External
  • Data Cleansing and Enhancement

Complaints Handling Procedure

Whitegold Media strives to maintain the highest levels of customer service. However, if you are not happy with the service you have received, please contact our compliance team immediately so that we can investigate your concerns.

If you believe there has in any way, been a breach of the Data Protection Act, please get in touch with the team immediately and your enquiry will be investigated appropriately and promptly. Questions, comments and requests regarding our procedures are welcomed and should be addressed to data@whitegoldmedia.com or in writing to The Compliance Team, Whitegold Media Limited, Kings House, Home Park Estate, Station Road, Kings Langley, Hertfordshire, WD4 8LZ.

If you believe you have been contacted by Whitegold Media and / or our clients and wish to have your details removed please provide the following information and if it appears within our database, it will be suppressed. In order to comply with the Data Protection Act – to avoid personal data about one individual being sent to another, accidentally or as a result of deception. You must indicate the name of the person who has been contacted, who contacted them, when the call or calls occurred and the telephone number they are being contacted on. This can be done by email via data@whitegoldmedia.com or by letter, or in person to the address below. This procedure may take up to 40 days in-line with ICO regulations; however we will always aim to deal with the matter promptly. Consumers that contact us to make a complaint about the way in which we have obtained their information, must request the details be provided by way of an Subject Access Request SAR.
www.ico.org.uk/for-organisations/guide-to-data-protection/principle-6-rights/subject-access-request/

Our Complaints Handling Scheme

1. Complaints may be made to Whitegold Media Limited in writing, by e-mail, letter or in person. Our contact details are at the end of this document.
2. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider. 3. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint. 4. Within eight weeks of receiving a complaint we will send you either: a) a final response which adequately addresses the complaint; or b) a response which: (i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and (ii) informs you that you may refer the handling of the complaint to the appropriate regulator if you are dissatisfied with the delay. 5. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress. In the unlikely event that we cannot resolve your complaint to your satisfaction or if a complaint is not resolved after eight weeks you may refer the complaint to the industry regulator.

Data Protection Enquiries

Information Commissioner’s Office

Wycliffe House
Water Lane
WILMSLOW
SK9 5AF
Telephone: 0303 123 1113

Our Contact Details

Whitegold Media Limited
Kings House, Home Park Estate, Station Road, Kings Langley, Hertfordshire, WD4 8LZ
Telephone: 01923 299 612
Company Registration: 6809250 ICO Registration: Z3177070