Cookie Policy
MACMILLAN DIGITAL SERVICES
COMPLAINTS POLICY
INCLUDING DATA COMPLAINTS POLICY
Effective date: 10 March 2026
This Complaints Policy explains how Macmillan Digital Services handles complaints relating to its products, services, customer experience, and the handling of personal data.
This policy is intended to provide a clear, fair, and transparent process for customers and other individuals who wish to raise a concern. It applies to complaints about:
• products and services provided by Macmillan Digital Services
• customer service and communication
• delays, misunderstandings, or service quality issues
• website, app, SEO, content, social media, and related digital services
• the handling of personal data and privacy related concerns
BUSINESS DETAILS
Macmillan Digital Services
Oakdene
Killay
Swansea
SA2 7RX
Email: support@macmillan-digital.com
Website: www.macmillan-digital.com
Company number: 16448409
1. OUR APPROACH TO COMPLAINTS
We are committed to providing services with reasonable care and skill and to treating customers fairly and respectfully. Where something goes wrong, we want to know about it so that we can investigate promptly, put matters right where appropriate, and improve our services.
We will:
• take complaints seriously
• handle complaints fairly and in a timely manner
• aim to communicate clearly throughout the process
• keep information relating to complaints secure and confidential where appropriate
• seek a practical and reasonable resolution
2. WHAT THIS POLICY COVERS
This section covers complaints relating to products and services supplied by Macmillan Digital Services, including concerns about:
• website design or development services
• mobile app development services
• SEO services
• content management services
• social media related services
• digital products, consultations, reports, and related customer support
• billing issues or concerns about what has been supplied
• delays, service standards, communication, or misunderstandings
This policy does not remove or reduce any statutory rights you may have under applicable UK consumer law.
3. HOW TO MAKE A PRODUCT OR SERVICE COMPLAINT
If you are unhappy with a product or service, please contact us with as much detail as possible.
Please send your complaint to:
Email: support@macmillan-digital.com
Or write to:
Macmillan Digital Services
Oakdene
Killay
Swansea
SA2 7RX
Please include, where possible:
• your full name and contact details
• details of the product or service concerned
• a clear description of the issue
• any relevant dates, screenshots, emails, invoices, or other supporting information
• the outcome you are seeking
4. HOW WE HANDLE PRODUCT OR SERVICE COMPLAINTS
We will usually follow the process below:
Step 1: Acknowledgement
We aim to acknowledge complaints within 5 working days of receipt.
Step 2: Investigation
We will review the information provided and may contact you for further details if needed. We will investigate the matter fairly and based on the information available.
Step 3: Response
We aim to provide a substantive response within 14 working days of acknowledgement. If the matter is more complex and requires longer, we will let you know and provide an updated timeframe.
Step 4: Resolution
Where appropriate, we may offer a suitable resolution. Depending on the circumstances, this may include:
• an explanation
• corrective action
• further work or rectification
• a partial refund or other commercial remedy where appropriate
• confirmation that no further action will be taken, with reasons
5. COMPLAINTS ABOUT PHYSICAL OR DIGITAL PRODUCTS
Where a complaint relates to a product supplied by us, we may ask for:
• photographs or screenshots
• order details
• a description of the issue
• return of the item where appropriate and reasonably requested
Any remedy offered will depend on the nature of the issue, the relevant contract terms, and your statutory rights.
6. COMPLAINTS ABOUT SERVICES
Where a complaint relates to services, we will review the agreed scope of work, correspondence, approvals, timelines, and any other relevant materials in order to assess the concern fairly.
Where services involve ongoing digital support, hosting, content updates, SEO activity, consultations, third party platforms, or collaborative approvals, our response will take into account the responsibilities of both parties and any factors outside our direct control.
7. ESCALATION OF A PRODUCT OR SERVICE COMPLAINT
If you are dissatisfied with our response, you may ask us to review the matter again and provide any further information you would like us to consider.
Please state clearly that you would like your complaint escalated and explain why you remain dissatisfied.
We will carry out a further internal review where appropriate and aim to respond within 14 working days.
8. DATA COMPLAINTS POLICY
This section applies specifically to complaints about how Macmillan Digital Services collects, stores, uses, shares, retains, or otherwise handles personal data.
Examples of data related complaints may include concerns that:
• personal data has been used incorrectly
• personal data is inaccurate
• personal data has been retained for longer than necessary
• personal data has been shared without proper basis
• marketing communications have been sent inappropriately
• access rights or other data protection rights have not been handled properly
• a privacy concern has not been dealt with satisfactorily
9. HOW TO MAKE A DATA COMPLAINT
If you have a complaint about how your personal data has been handled, please contact us using the details below:
Email: support@macmillan-digital.com
Postal address:
Macmillan Digital Services
Oakdene
Killay
Swansea
SA2 7RX
Please include:
• your full name and contact details
• details of the data protection concern
• any relevant dates and correspondence
• details of the outcome you are seeking
10. HOW WE HANDLE DATA COMPLAINTS
We will investigate data complaints in line with our obligations under UK data protection law.
We aim to:
• acknowledge data complaints within 5 working days
• investigate promptly and fairly
• respond substantively within 14 working days where reasonably possible
• advise you if more time is required due to the complexity of the matter
Where a complaint also amounts to a request to exercise a legal data right, such as a request for access, correction, erasure, restriction, objection, or data portability, we may process that request in line with the timescales and requirements set by applicable law.
11. YOUR RIGHT TO ESCALATE A DATA COMPLAINT
We would appreciate the opportunity to address your concerns first. However, if you remain dissatisfied with how we handle your personal data or your complaint, you may raise the matter with the Information Commissioner's Office.
Information Commissioner's Office
Website: www.ico.org.uk
Helpline: 0303 123 1113
12. RECORDS OF COMPLAINTS
We may keep a record of complaints and related correspondence for legitimate business, legal, regulatory, and quality assurance purposes. We will handle any personal data contained in complaint records in accordance with applicable data protection law and our Privacy Policy.
13. CONFIDENTIALITY
We will handle complaints as confidentially as reasonably possible. However, information may need to be shared internally or with relevant advisers, service providers, insurers, or authorities where necessary in order to investigate and resolve a complaint or comply with legal obligations.
14. POLICY REVIEW
We may update this Complaints Policy from time to time to reflect changes to our business, services, legal obligations, or internal processes. The latest version should be read alongside our Privacy Policy published on our website.
15. CONTACT US
If you wish to make a complaint or ask a question about this policy, please contact:
Macmillan Digital Services
Oakdene
Killay
Swansea
SA2 7RX
Email: support@macmillan-digital.com
Website: www.macmillan-digital.com
Company number: 16448409
