Complaints
Emma Heptonstall Ltd, trading as The Divorce Alchemist: June 2026 | Next review: June 2027 Prepared to comply with section 164A of the Data Protection Act 2018, inserted by the Data (Use and Access) Act 2025
Your right to complain
If you believe that I have handled your personal data in a way that breaches UK data protection law, you have the right to raise a complaint directly with me. This right is established under section 164A of the Data Protection Act 2018, inserted by the Data (Use and Access) Act 2025, which came into force on 19 June 2026.
I will take your complaint seriously, investigate it properly, and respond to you in plain language.
How to make a complaint
You can complain by any of the following routes:
- Email: emma@emmaheptonstall.com
- Post: Emma Heptonstall Ltd
71-75 Shelton Street
London
WC2H 9JQ
- Any other written channel including direct message on social media
You do not need to use a special form. A clear description of your concern is enough.
Please include:
- Your name and contact details
- A description of what you believe went wrong
- Any relevant dates or context
- What outcome you are looking for, if you have one in mind
What I will do and when
Acknowledgement I will acknowledge your complaint within 30 days of receiving it. If you submit by email, any automatic reply confirming receipt and explaining the next steps counts as acknowledgement.
Investigation I will look into the substance of your complaint. This may involve reviewing emails, records, and any relevant platform data. I will keep you updated if the investigation is taking time.
Outcome I aim to provide a full response within three months of receiving your complaint. If exceptional circumstances mean I need longer, I will tell you and explain why.
My response will:
- Tell you what I found
- Explain what I have done or will do to put things right, where relevant
- Be written in plain language
- Tell you what to do next if you are not satisfied
If you are not satisfied with my response
If you remain dissatisfied after receiving my outcome, or if I have not resolved your complaint within three months, you have the right to escalate to the Information Commissioner’s Office (ICO).
ICO contact details Website: ico.org.uk/make-a-complaint Telephone: 0303 123 1113 Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
You also retain the right to apply to a court for a remedy under UK GDPR.
Complaints log
Every complaint received under this procedure is recorded in my Complaints Log, held in the Data & Compliance folder on Google Drive. The log records the date received, the nature of the complaint, the steps taken, the outcome, and the date closed.