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Grievance Redressal Policy

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Effective Date: 22 June 2025

Issued by: The Xdemor Group Limited · Company No. 14456444
Registered Office: 86-90 Paul St., London, EC2A 4NE, United Kingdom
Jurisdiction: England and Wales

1. Purpose #

This policy defines the procedure for submission, escalation, and resolution of grievances from clients, users, subcontractors, or data subjects, including complaints related to service delivery, contract terms, data processing, or perceived violations of rights under GDPR or UK data protection law.

2. Scope #

Applies to:

  • All clients and end-users of services delivered by The Xdemor Group Limited
  • Partners and subcontractors with contractual relations
  • Data subjects whose personal data is processed by Xdemor (under Art. 4 GDPR)

3. Definition of Grievance #

A grievance is defined as any formal concern, complaint, or objection submitted by an individual or organization regarding:

  • Service quality or non-performance
  • Delayed response or failure to fulfill obligations
  • Data misuse, unauthorized disclosure, or access
  • Breach of contract, terms of service, or privacy rights
  • Employee or subcontractor misconduct
  • Issues with billing, subscription, or refunds
  • Ethical or procedural violations

4. Submission Channels #

Grievances may be submitted through one of the following secure channels:

Grievants are encouraged to include:

  • Full name and contact information
  • Description of issue (with supporting evidence, if applicable)
  • Desired outcome or resolution
  • Reference to any related service, invoice, or user account

Anonymous complaints will be reviewed but may limit our ability to investigate.

5. Acknowledgement & Timeline #

  • All valid grievances will be acknowledged within 3 business days
  • Initial assessment and assignment to a responsible officer within 5 business days
  • Formal response or proposed resolution within 15 business days, unless extended
  • Interim update will be issued within the same 15-day window if extended

6. Escalation Path #

  • Escalate to the Senior Compliance Officer via reply or email to compliance@services.support
  • Final decision within 10 business days of escalation
  • If unresolved, seek legal recourse via UK courts or file complaint with ICO or EEA authority

7. Non-Retaliation #

No individual shall face retaliation, disadvantage, or service disruption as a result of filing a grievance in good faith.

8. Record Keeping #

All grievances and their resolutions are logged and retained for at least 3 years per our Data Retention Policy.

9. Confidentiality #

Grievances and personal data are handled confidentially in line with our Privacy Policy and Data Processing Agreement.

10. Policy Review #

This policy is reviewed annually and updated as needed to comply with evolving laws or operational changes.

11. Contact and Communication #

For questions or rights requests under data protection laws, contact us:

The Xdemor Group Limited
Compliance & Legal
86-90 Paul St., London, EC2A 4NE, United Kingdom
Email: enquiries@xdemor.com

Data Protection Officer

Email: dpo@xdemor.com

Other Dedicated Contacts:

Submit a DSAR:

  • Submit Online Data Request Form ↗ – include full name, contact, and description. Additional ID may be required.
  • Postal Mail:
    Data Protection Officer
    The Xdemor Group Limited
    86-90 Paul St., London, EC2A 4NE, United Kingdom

External Supervisory Contacts:

14. Changes to This Policy #

We may update this Grievance Policy periodically. If significant changes are made, we will notify you via email or with a prominent notice. You are responsible for reviewing the latest version.

Last Updated: 22 June 2025