Legal

Complaints Policy

Last updated: June 2026

We take all complaints seriously and are committed to resolving them fairly and promptly. This page explains how to raise a concern about our services or how we handle your personal data, and what you can expect from us.

1. Who we are

Primedly is a UK-based website design and hosting service. We are registered as a data controller with the Information Commissioner's Office (ICO).

ICO Registration Number: C1954625

Contact: info@primedly.co.uk

2. What you can complain about

You can use this process to raise concerns about:

The quality of our website design or hosting services
How we have handled your personal data
How we contacted you (including cold calls)
Any other aspect of how we operate

3. How to make a complaint

We ask that complaints are submitted in writing so we have a clear record to work from.

Email us at info@primedly.co.uk with the subject line "Complaint"
Include your name, contact details, and a clear description of your concern
We will acknowledge your complaint within 3 working days
We aim to provide a full response within 20 working days
If we need more time (e.g. for a complex case), we will let you know and keep you updated

4. What happens next

Once we receive your complaint, we will:

Log it and assign a reference number
Review what happened and gather any relevant information
Respond with our findings and, where appropriate, an apology or remedy
Tell you what steps we are taking to prevent the issue recurring

If you are not satisfied with our response, you may escalate to the relevant authority (see below).

5. Data protection complaints

If your complaint relates to how we handle your personal data, you also have the right to complain directly to the Information Commissioner's Office (ICO) — the UK's independent data protection regulator.

You do not have to complain to us first before going to the ICO, but we encourage you to give us the opportunity to resolve it directly.

You can contact the ICO at:

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

6. Cold calling complaints

If you received a call from us and did not wish to be contacted, we apologise. Please email info@primedly.co.uk and we will add your number to our do-not-call list immediately. We screen all numbers against the Telephone Preference Service (TPS) before calling.

7. Contact

For any questions about this policy, email info@primedly.co.uk.