Privacy Policy

This Privacy Policy explains how we collect and use personal data when you use our website, including when you submit a complaint to be considered for publication as a story and when you sign up to our newsletter.

Who we are and how to contact us

Controller: Chris Barber. Imprint House.
Address:
Email: dataprotection@imprinthouse.co.uk

We are the controller of the personal data described in this policy.

What we do

Our website invites people to submit complaint details to be considered for publication as a story on the website. We offer a newsletter for updates. We do not provide guidance or legal advice on any complaint.

The data we collect

We collect and process the following categories of personal data, depending on how you use the website:

1. Story submission and contact form data: your name, preferred display name, email address, complaint details, background narrative, dates, organisations complained about, and any information you choose to include. Please do not submit special category data (for example, about health, racial or ethnic origin, political opinions, religious beliefs, trade union membership, genetic or biometric data, sex life or sexual orientation). If such data is submitted inadvertently, it will not be published.
2. Supporting documents: any paperwork or documents you choose to send to verify or explain your complaint. Do not include special category data. We may request redactions before review.
3. Newsletter data: your email address and proof of consent (for example, time and method of signup).
4. Technical and cookies data: device and browser information, IP address, approximate location, pages viewed, referral source, and cookie identifiers. See Cookies, analytics and advertising below.

How we use your data and lawful bases

We use personal data only for the purposes set out below and rely on the listed lawful bases under the UK GDPR and the Data Protection Act 2018, each as amended by the Data (Use and Access) Act 2025.

1. Considering complaint submissions and operating the website: We collect and use complaint details solely to consider and, if accepted, publish a story on the website. We do not provide guidance or legal advice on the complaint. Lawful basis: our legitimate interests in running an information website, receiving and assessing submissions, and publishing consumer stories.
2. Publishing stories: If we accept a submission, we will publish a story based on the information you provided. This means some of the information you submitted will become publicly accessible as part of the story. We will not use or publish any special category data; if it is submitted inadvertently, it will not be published. Lawful basis: our legitimate interests in informing the public about consumer experiences and operating our website. Where we include your name alongside your story, we rely on your consent (see below).
3. Publishing your name alongside your story: If you give permission, we will display your name with the story. You can choose full name, first name only, or anonymised. Lawful basis: your consent, which you can withdraw at any time. Withdrawing consent will not remove the story itself, but we will promptly remove your name from the published story.
4. Communicating with you about your submission: We may contact you to clarify details, to verify facts, to request redactions, or to inform you of our decision. Lawful basis: our legitimate interests in reviewing and managing submissions and maintaining the integrity of published content.
5. Newsletter: We send newsletters only if you opt in. Lawful basis: your consent. You may unsubscribe at any time via the link in each email or by contacting us.
6. Website security, performance, analytics and administration: We use technical and analytics data to operate, secure, and improve the website and to understand audience engagement. Lawful basis: our legitimate interests in running an effective and secure service. Where storage and access technologies (such as cookies) require consent under the Privacy and Electronic Communications Regulations 2003 (as amended by the Data (Use and Access) Act 2025), we rely on your consent obtained via our cookie banner or settings.
7. Handling data protection complaints: If you complain to us about our use of your personal data, we will process the information in your complaint in order to acknowledge, investigate and respond to it. Lawful basis: compliance with our legal obligations under section 164A of the Data Protection Act 2018.

Special category data

We do not seek special category data and will not use such data in published stories. Do not include special category data in any submission. If such data is submitted inadvertently, it will not be published and may be deleted or redacted. If you believe you have submitted special category data, please contact us so we can address it.

How stories and names are presented

If a story is published, some of the information you submitted will be made public on the website. Stories remain on the website indefinitely. If you have consented to your name appearing alongside your story, you may choose between your full name, first name only, or an anonymised label. You may ask us at any time to remove your name, and we will do so promptly while leaving the story published.

Retention

We keep personal data only for as long as necessary for the purposes set out in this policy.

1. Published stories: Story content published on the website is kept indefinitely.
2. Names displayed with stories: If you withdraw consent for display of your name, we will promptly remove your name while keeping the underlying story published.
3. Supporting documents: Any paperwork or documents sent to verify or explain a complaint will be destroyed: (a) three months after publication if the story is published; or (b) three months after we finish considering the complaint if it is not published.
4. Submission review records: Limited internal records relating to the consideration of submissions may be retained for [period to be determined] to preserve editorial records and ensure the integrity of our processes.
5. Newsletter data: We keep your email address until you unsubscribe, after which we retain minimal suppression records to respect your opt-out.
6. Data protection complaint records: Records of complaints made to us about our use of personal data, our enquiries, and our responses are retained for [period to be determined] to demonstrate compliance with our statutory complaint-handling duties.
7. Technical and cookies data: Retained in accordance with our cookie settings and analytics providers’ default.

Sharing your data

We share personal data only as necessary for the purposes described above with:

1. Hosting and IT service providers, content delivery networks, and security/anti-spam services used to operate and protect the website.
2. Newsletter and email delivery providers to manage subscriptions and send emails.
3. Analytics providers for aggregated website usage statistics.
4. Advertising partners that serve display advertising on the website, to the extent described in Cookies, analytics and advertising below.
5. Professional advisers and insurers for compliance, governance, and risk management.
6. Law enforcement or regulators where required by law, where disclosure is a recognised legitimate interest under the UK GDPR (as amended by the Data (Use and Access) Act 2025), or to defend legal rights.

We do not sell your personal data.

International transfers

Some service providers may process data outside the UK. Where we transfer personal data internationally, we do so in compliance with the UK GDPR as amended by the Data (Use and Access) Act 2025, for example, transfers to countries approved in UK regulations, transfers made under the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, or transfers under other safeguards permitted by UK law. Details are available on request.

Security

We use appropriate technical and organisational measures to protect personal data, including access controls, encryption in transit, secure deletion of supporting documents per our retention rules, and vendor due diligence. No system is completely secure, and you submit information at your own risk.

Children

Our website is intended for adults. We do not knowingly collect personal data from children under 18. If you believe a child has provided personal data, please contact us.

Cookies, analytics and advertising

We use cookies and similar storage and access technologies to operate the site, remember preferences, understand how the site is used, and fund the site through display advertising. The rules governing these technologies are set out in the Privacy and Electronic Communications Regulations 2003, as amended by the Data (Use and Access) Act 2025 with effect from 5 February 2026.

1. Strictly necessary cookies: These are required for the website to function and cannot be disabled.
2. Analytics cookies: We use Google to collect statistical information about how visitors use the website, solely so that we can improve it. Under the amended Regulations, cookies used solely for this purpose do not require your prior consent, provided we tell you about them and give you a free and simple way to opt out. You can opt out at any time via cookie settings.
3. Preference and appearance cookies: Cookies that remember your display or accessibility preferences may be set without prior consent under the amended Regulations. You can clear these at any time via cookie settings or your browser settings.
4. Advertising cookies: Our website carries display advertising. Advertising cookies and similar identifiers, including those set by our advertising partners, are used only with your consent, which we obtain via our cookie banner. You can withdraw or change your consent at any time via cookie settings. Advertising cookies are not covered by the exceptions described above.

You can manage all cookie preferences at any time via cookie settings and through your browser settings.

Your rights

You have the following rights under UK data protection law, subject to conditions and exemptions: to access your personal data; to correct inaccurate data; to erase data; to restrict or object to processing; to data portability; and to withdraw consent where we rely on consent. You may also object to processing based on our legitimate interests. To exercise your rights, contact us using the details above.

Complaints about how we use your personal data

If you believe we have used your personal data in a way that breaches UK data protection law, you have a statutory right to complain to us directly under section 164A of the Data Protection Act 2018.

You can complain:

1. Using our online complaint form at [privacy complaint form link]; or
2. By email to [Contact email for privacy matters]; or
3. By post to [Registered address].

When we receive your complaint, we will:

1. Acknowledge it within 30 days of receipt;
2. Make appropriate enquiries into the subject matter of your complaint without undue delay, and keep you informed of progress; and
3. Tell you the outcome without undue delay.

If you are dissatisfied with our response, or at any time, you may complain to the Information Commissioner’s Office at www.ico.org.uk. We would appreciate the chance to address your concerns first.

Third-party links

Our website may link to third-party sites. Those sites have their own privacy policies and we are not responsible for their content or practices.

Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and change the effective date above. We encourage you to review this policy periodically.

Contact

For any questions or to exercise your rights, please contact:
[Organisation name]
[Registered address]
Email: [Contact email for privacy matters]