Customer
Complaints
Policy

At Connection Technologies Limited, we are committed to providing our customers with the best level of service possible. On the rare occasion that we have not met expectations, we have a dedicated in-house Customer Service team who will ensure that any complaints made are treated fairly, with the utmost sensitivity and that a resolution be issued promptly.

For the purposes of our complaints policy, a complaint is defined as
“Any oral or written expression of dissatisfaction”

Making A Complaint

If you are dissatisfied with the level of service provided, we ask you to inform us as quickly as possible to ensure that we are given an opportunity to rectify this right away.
You can do this via the following methods:

Telephone

Please call our Customer Service team on 0333 015 2615.

A dedicated member of staff will be able to provide you with direct assistance. We aim to action any complaint received within two working days.

In Writing

Please raise your concerns to us in writing at the following address:

Connection Technologies Limited Customer Services, Fareham Innovation Centre, Merlin House, Meteor Way, Lee-On-Solent PO13 9FU

We will provide a response acknowledging your complaint within two working days and endeavour to provide a response in writing within 28 days.

Independent Adjudication

If it has been over eight weeks since you reported your complaint to us and you remain dissatisfied, then you may be entitled to refer your dispute to CISAS (Consumer & Internet Services Adjudication Scheme). This is an Ofcom approved alternative dispute resolution provider. CISAS is designed to adjudicate disputes that have not been resolved through our own procedure. The service is free, independent and impartial.

Telephone – 020 7520 3814
In writing – CISAS, 70 Fleet Street, London EC4Y 1EU
Email – cisas@cedr.com
Ofcom – https://www.ofcom.org.uk/complaints

Data Protection Complaints

From 19 June 2026, new requirements for handling data protection complaints come into force following the introduction of section 164A of the Data Protection Act 2018 (DPA 2018), as amended by the Data (Use and Access) Act 2025 (DUAA).

These changes require organisations acting as data controllers to implement a formal, structured and auditable process for receiving, handling and responding to complaints relating to the use of personal data. This complaints policy covers data protection complaints: what constitutes one, the handling process, and the key timelines.

If your complaint is about how we handle personal data, rather than about our products or customer service, it is a data protection complaint. This includes concerns about how we collected, used, stored or shared your information, and how we handled a data protection right such as a subject access request.

Please contact our Data Protection Officer at info@connection-technologies.co.uk, or in writing to the address above. This is our dedicated channel for data protection complaints. We will acknowledge your complaint within 30 days of receipt and will seek to resolve it without undue delay.

We acknowledge and respond using standard wording. We record data protection complaints separately (date received, type and outcome) for audit and any future regulatory reporting.

You also have the right to complain to the Information Commissioner’s Office (ICO). You can do this via ico.org.uk/make-a-complaint. Our Privacy Policy is our privacy notice and explains how we use personal information.