COMPLAINTS PROCEDURE
Last updated: October 1st, 2026​
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Energy and System Technical Limited (East Solutions) has established this procedure to outline how you can make a complaint regarding how your personal data is being handled and how East Solutions will manage the complaint.
This procedure applies to customers, prospective customers, website users, suppliers, business partners and any other individuals whose personal data we process. It is intended to be clear and accessible for anyone wishing to raise a data protection concern with us.
We ask that concerns are raised with us first so that we have the opportunity to resolve them promptly and fairly.
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How to Submit a Complaint
You can make a complaint to our Data Protection Officer (the Managing Director of East Solutions) using any of the following:
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Post: Managing Director, Energy and System Technical Limited, Unit 1 Sovereign House, 2 Sovereign Way, Trafalgar Industrial Estate, Downham Market, Norfolk, PE38 9SW
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Telephone: 01366 388154
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Please provide:
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Your own name, email address and contact information.
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A clear description of the issue or the rights that you believe have been breached.
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The data or period that the issue occurred.
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Any reference numbers/previous correspondence.
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The outcome you are expecting.
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If you are complaining on someone else’s behalf, please provide evidence of your authority to act.
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Our Complaints Process
Upon receipt of your complaint, we will contact you to promptly acknowledge receipt of your written submission. We aim to provide a substantive response within one month of receipt of your complaint. Where a complaint is complex or numerous, we may need more time. If an extension is required, we will inform you as soon as possible and explain why and when you can expect a response.
An investigation into your complaint will take place and this will be led by our Data Protection Officer, the Managing Director of EAST Solutions. The investigation will look into the circumstances around your concern and during this time we may contact you to clarify any details.
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The investigation may include gathering facts from relevant teams, reviewing applicable systems and records, considering any third-party processors involved, and assessing relevant policies and procedures. Where failings are identified, we will propose appropriate remediation, which may include technical, organisational, or contractual measures.
During the investigation you will be kept up to date on progress and we will notify you of the outcome of the investigation without undue delay. The response will be in writing and will clearly explain our decision as well as outlining any remedial actions that we are taking.
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Confidentiality and Non‑Retaliation
We will handle complaints in confidence and share information only on a need‑to‑know basis. We will not subject any person to detriment for raising a data protection concern in good faith.
Interaction with Data Subject Rights Requests
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Complaints are distinct from data subject rights requests such as access, rectification, erasure, restriction, objection or portability. If your complaint includes a rights request, we will register and handle the rights request under our data rights procedure while also addressing your complaint. We will keep you informed about both tracks and timelines. If a complaint is solely a rights request, we will process it under the applicable rights procedure and inform you accordingly.
Our privacy notice explains your rights, including the right of access and that we ordinarily aim to respond within one month.
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Escalation
If you are not satisfied with the outcome of our internal investigation, you have the right to escalate your data protection concern externally to the Information Commissioners Officer (ICO) who can be contacted on 0303 123 1113 or found online at https://ico.org.uk.
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Effective Date: 21 July 2026
If you have any questions about this Complaints Procedure, you can contact us by visiting this page on our website: CONTACT US