Data Protection Complaints Policy

Published: 23 July 2026 - Version: 1.1

1. Purpose

At Widgit, we take the privacy of your personal data seriously. We are committed to protecting it and to respecting your rights under UK data protection law, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Data (Use and Access) Act 2025.

This policy explains how you can make a complaint about how we have handled your personal data, and how we will deal with it fairly, clearly and promptly. We encourage you to come to us first, so we have the chance to put things right, before you escalate your concern to the Information Commissioner's Office (ICO).

2. Who and what this policy covers

This policy applies to anyone whose personal data is handled by Widgit where we decide how and why that data is used (in legal terms, where we are the "controller").

It covers complaints about:

  • how your personal data is collected, used, shared or kept
  • the accuracy of your personal data
  • the security of your personal data
  • how we have handled a request to exercise your data protection rights (such as a request for a copy of your data)
  • delays or failures in responding to such a request
  • any alleged breach of data protection law
  • any other concern about how we handle personal data.

If your data is held through your school or organisation: where you use Widgit Online through a school, local authority or other organisation, that organisation is usually responsible (the "controller") for the personal data in their account. If your complaint is about that data, we will help point you to the right organisation, and we will support them as needed. If you are not sure, contact us anyway and we will help you find the right route.

What this policy does not cover:

  • general questions, feedback or product support that are not about your personal data (please use our normal support channels or email support@widgit.com)
  • complaints best handled by another process; we will tell you and help redirect you if so.

We may decide not to take further action on a complaint that simply repeats one we have already answered, or that is clearly unfounded or excessive, in line with data protection law.

3. Our commitment to you

We will:

  • treat your complaint seriously and respectfully
  • make it easy to raise a complaint through more than one channel
  • handle your complaint promptly and fairly
  • keep you informed as we look into your complaint
  • learn from complaints to improve how we work.

4. How to make a complaint

You do not need to use any formal or legal language. Just tell us what is concerning you about your personal data. You can contact us by:

Email: privacy@widgit.com

Post:
Privacy
Widgit Software
Bishops House
Artemis Drive
Tachbrook Park
Warwick
CV34 6UD
United Kingdom

Telephone: 01926 333680

It helps us if you can tell us:

  • what your complaint is about
  • what you would like us to do
  • how best to contact you.

If you need help making your complaint, or need it in a different format, let us know and we will do our best to support you.

5. What happens next

We acknowledge your complaint. We will confirm we have received it and give you a reference. By law we will do this within 30 days, and we aim to do it much sooner.

We look into it. We will review the relevant records and speak to the right people internally. We may contact you if we need anything to help us understand or progress your complaint. How long this takes depends on how complex the issue is, but we will not let it drag on unnecessarily, and we will keep you updated.

We tell you the outcome. You will receive a written response explaining what we found, anything we have done as a result, and our conclusion.

6. If you are not happy with our response

We would always like the chance to resolve your concern directly. If you are still not satisfied after we have responded, you have the right to complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection.

Information Commissioner's Office (ICO):
Website: ico.org.uk/make-a-complaint
Phone: 0303 123 1113
Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

You can contact the ICO at any time, but they will usually expect you to have tried to resolve your concern with us first.

7. Accessibility and support

We want everyone to be able to raise a concern with us. If you need support to make a complaint, or need information in an alternative format, please tell us and we will help.

8. How we monitor and improve

We log and track all data protection complaints, review trends and outcomes, and use what we learn to improve how we look after personal data.

9. Contact details

Widgit Software - Data Protection

Email: privacy@widgit.com

Post:
Privacy
Widgit Software
Bishops House
Artemis Drive
Tachbrook Park
Warwick
CV34 6UD
United Kingdom

Telephone: 01926 333680

10. Policy review

We will review this policy regularly, and sooner where needed to reflect changes in the law, regulation or guidance from the ICO.