Complaint Form V2

·How to Submit This Form

Online (recommended)	Submit this form below — jump to submit
Email	[email protected]
Post	Data Protection Office, Shufti Pro Limited, Coppergate House, 10 Whites Row, London E1 7NF

Before submitting: We encourage you to raise your concern with us informally first. Many concerns can be resolved quickly. If you have already done so and remain dissatisfied, please complete this form.

If we cannot resolve your complaint: You have the right to escalate to the Information Commissioner's Office (ICO) at ico.org.uk or 0303 123 1113, or to the relevant supervisory authority in your jurisdiction.

A.About You (Complainant)

1) Full name * Please enter your full name.

2) Email address * Please enter a valid email address.

3) Phone number * Helpful if we need to contact you. Please enter a valid Phone Number.

4) Preferred method for replies *

Email Phone Post

Please choose a reply method.

5) Are you based in the UK? *

Yes No

Please indicate your location.

If No, country

6) Reference number (if you have one) e.g. a verification reference, SAR tracking reference, or support ticket number.

B.Your Complaint

You do not need to use legal terms or cite legislation. Please describe what happened in plain language.

1) Brief summary * Please summarise your complaint.

2) Category * (tick all that apply)

Access request (SAR) or other data rights request handlinge.g. delayed response, incomplete data, request refused Use or sharing of my datae.g. data shared with third parties without my knowledge Marketing or unwanted contacte.g. received emails I did not consent to Accuracy / incorrect data held about mee.g. identity records, screening results Retention / data kept for longer than necessary Security / suspected data breache.g. unauthorised access or disclosure Automated decision-making / AI decision challengee.g. a verification outcome you believe was incorrect OtherPlease describe in the "What happened" field below

Please choose at least one category.

3) What happened? * Please describe what happened.

4) When did this happen?

Is this an ongoing issue?

Yes No

5) How has this affected you? (optional)

C.Evidence and Supporting Information (Optional)

You may describe relevant documents or screenshots that support your complaint. Please do not send unnecessary identity documents or unrelated personal information, in line with data minimisation principles. To send actual files, please email [email protected] after submitting and quote your tracking reference.

Do you have attachments to provide separately?

Yes No

List attachments (optional)

D.Accessibility and Reasonable Adjustments (Optional)

If you need communications in a different format or require any other reasonable adjustments, please tell us here

·Submit Your Complaint

By submitting this form you confirm that the information you have provided is accurate to the best of your knowledge.

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E.Privacy Information for This Complaint Form

How we handle complaints — our internal process:

Acknowledgement

We will acknowledge receipt of your complaint and issue a tracking reference within 5 working days of submission.

Assessment

Your complaint will be reviewed by the Data Protection team to determine the appropriate scope of investigation and any relevant controller or processor obligations.

Investigation

We will investigate your complaint, which may include reviewing relevant records, consulting internal teams, and where applicable, coordinating with group entities or clients.

Response

We will provide a substantive written response within one calendar month of receiving a valid, complete complaint. Where the complaint is complex, the response period may be extended by a further two months (three months total). If an extension is required, we will notify you within one month with an explanation.

Escalation

If you remain dissatisfied with our response, you may escalate your complaint to the Information Commissioner's Office (ICO) or the relevant supervisory authority in your jurisdiction.

For full information about how Shufti processes personal data, please read our Privacy Notices:

• Notice A (Website & Business Interactions): shufti.com/privacy-notice-a
• Notice B (Services & Identity Verification): shufti.com/privacy-notice-b
• Employee Privacy Policy: available on request from [email protected]

These notices are kept up to date and should be consulted for the most current information.

Data Protection Complaint Form

·How to Submit This Form

A.About You (Complainant)

B.Your Complaint

C.Evidence and Supporting Information (Optional)

D.Accessibility and Reasonable Adjustments (Optional)

·Submit Your Complaint

E.Privacy Information for This Complaint Form

Acknowledgement

Assessment

Investigation

Response

Escalation