{"id":20138,"date":"2026-06-12T13:04:02","date_gmt":"2026-06-12T12:04:02","guid":{"rendered":"https:\/\/www.emmaheptonstall.com\/divorce-coaching\/?page_id=20138"},"modified":"2026-06-12T13:20:46","modified_gmt":"2026-06-12T12:20:46","slug":"complaints","status":"publish","type":"page","link":"https:\/\/www.emmaheptonstall.com\/divorce-coaching\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.27.6&#8243; _module_preset=&#8221;default&#8221; hover_enabled=&#8221;0&#8243; global_colors_info=&#8221;{}&#8221; sticky_enabled=&#8221;0&#8243;]<\/p>\n<p><strong>Complaints<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Emma Heptonstall Ltd, trading as The Divorce Alchemist: <\/span><b>June 2026<\/b><span style=\"font-weight: 400;\"> | 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<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Your right to complain<\/b><\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I will take your complaint seriously, investigate it properly, and respond to you in plain language.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>How to make a complaint<\/b><\/p>\n<p><span style=\"font-weight: 400;\">You can complain by any of the following routes:<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Email: emma@emmaheptonstall.com<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Post:\u00a0<\/span><span style=\"font-weight: 400;\">Emma Heptonstall Ltd<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 71-75 Shelton Street<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 London<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0WC2H 9JQ<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Any other written channel including direct message on social media<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You do not need to use a special form. A clear description of your concern is enough.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Please include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your name and contact details<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A description of what you believe went wrong<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Any relevant dates or context<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">What outcome you are looking for, if you have one in mind<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><b>What I will do and when<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Acknowledgement I will acknowledge your complaint <\/span><b><i>within 30 days of receiving it<\/i><\/b><span style=\"font-weight: 400;\">. If you submit by email, any automatic reply confirming receipt and explaining the next steps counts as acknowledgement.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Outcome I aim to provide a full response within <em>t<strong>hree <\/strong><\/em><\/span><strong><em>months of receiving your complaint.<\/em><\/strong> If exceptional circumstances mean I need longer, I will tell you and explain why.<\/p>\n<p><span style=\"font-weight: 400;\">My response will:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tell you what I found<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Explain what I have done or will do to put things right, where relevant<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Be written in plain language<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tell you what to do next if you are not satisfied<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><b>If you are not satisfied with my response<\/b><\/p>\n<p><span style=\"font-weight: 400;\">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&#8217;s Office (ICO).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">ICO contact details Website: ico.org.uk\/make-a-complaint Telephone: 0303 123 1113 Post: Information Commissioner&#8217;s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You also retain the right to apply to a court for a remedy under UK GDPR.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Complaints log<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Every complaint received under this procedure is recorded in my Complaints Log, held in the Data &amp; 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.<\/span><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 &nbsp; Your right to complain If you believe that I have handled your personal data in a way [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-20138","page","type-page","status-publish","hentry"],"jetpack_shortlink":"https:\/\/wp.me\/P6aDhr-5eO","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.emmaheptonstall.com\/divorce-coaching\/wp-json\/wp\/v2\/pages\/20138","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.emmaheptonstall.com\/divorce-coaching\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.emmaheptonstall.com\/divorce-coaching\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.emmaheptonstall.com\/divorce-coaching\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.emmaheptonstall.com\/divorce-coaching\/wp-json\/wp\/v2\/comments?post=20138"}],"version-history":[{"count":0,"href":"https:\/\/www.emmaheptonstall.com\/divorce-coaching\/wp-json\/wp\/v2\/pages\/20138\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.emmaheptonstall.com\/divorce-coaching\/wp-json\/wp\/v2\/media?parent=20138"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}