Solidus are committed to providing a high standard of service. We welcome feedback from our clients as it helps us improve our services. If you are dissatisfied with any aspect of our service, we encourage you to tell us so that we can investigate your concerns and seek to resolve them fairly and efficiently.

 

How to Complain
 

If you wish to make a complaint, you can contact us in the following ways:

In writing: 

Solidus IEP Ltd

Complaints Department
Premier House

1-5 Argyle Way
Stevenage

SG1 2AD

Email: support@solidustrusts.co.uk
Phone: 0333 800 1291
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Data Protection Complaints
 

In addition to our standard complaints process, Solidus recognises complaints relating specifically to the handling of personal data and complies with applicable data protection legislation.
 

We provide a clear and accessible route for individuals to raise concerns regarding their personal data. This includes, but is not limited to, complaints relating to subject access requests (SARs), data accuracy, marketing preferences or potential data incidents.
 

If you have any requests for information regarding how we handle your personal data, or wish to contact us, you can do so by:

In writing:

Solidus IEP Ltd

Complaints Department
Premier House

1-5 Argyle Way
Stevenage

SG1 2AD

Email: support@solidustrusts.co.uk
Phone: 0333 800 1291

 

Where a complaint relates to data protection, we will:

• Acknowledge receipt of the complaint within 30 days

• Investigate the complaint promptly and without undue delay

• Keep you informed of the progress of the investigation

• Communicate the outcome of the complaint clearly

 

We maintain appropriate records of data protection complaints, including key dates, actions taken and outcomes, to ensure compliance with regulatory requirements.
 

Solidus will ensure that data protection complaints are clearly identifiable and appropriately recorded, and that staff are trained to recognise and escalate such complaints where necessary.
 

If you are not happy with the way we are handling your information, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO). The ICO has enforcement powers and can investigate compliance with data protection regulation (www.ico.org.uk).
 

We would, however, appreciate the opportunity to deal with your concerns first, so if you are happy to do so, please contact us in the first instance and we will try to resolve your complaint.

• Website: www.ico.org.uk

• Telephone: 0303 123 1113

• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

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What Happens When We Receive a Complaint
 

We are committed to handling all complaints fairly, consistently, and without unnecessary delay.

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Initial Review
 

Upon receiving your complaint, we will assess the matter and, where possible, aim to resolve it within 5 working days.
 

If your complaint can be resolved within this timeframe, we will contact you by the end of the third working day to confirm the outcome and explain how the matter has been addressed.

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If Further Investigation Is Required
 

Where a complaint cannot be resolved within 5 working days, we will:

• Send you a written acknowledgement confirming receipt of your complaint.

• Conduct a thorough investigation into the issues raised.

• Request any additional information or documentation that may be required to support our investigation.

• Where necessary, ask you to provide a signed Letter of Authority to enable us to obtain information from third parties on your behalf.
   

We aim to complete our investigation and provide a final response within 8 weeks of receiving your complaint.

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Our Final Response
 

Once our investigation is complete, we will write to you with our Final Response, which will include:

• A summary of our investigation and findings.

• Whether your complaint has been upheld, partially upheld, or not upheld.

• Details of any corrective action, remedy, or redress that we consider appropriate.

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If We Need More Time
 

If we are unable to complete our investigation within 8 weeks, we will write to you to explain:

• Why the investigation is taking longer than expected.

• The progress made to date.

• When we expect to provide our final response.

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Keeping You Informed
 

We will investigate your complaint competently, diligently, and impartially, considering all relevant information and documentation provided by you. Throughout the process, we will keep you informed of our progress and ensure that all communications are clear, fair and easy to understand.

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Our objective is to resolve complaints as quickly and effectively as possible while ensuring that every complaint receives a full and impartial review.