Twigged

Privacy complaints procedure

Last updated: 13 July 2026

You can complain if you believe Twigged has handled personal data unfairly, failed to honour a privacy right, or not explained its use of data clearly. Making a complaint does not affect your access to the Service or any other right.

1. Send your complaint electronically

Email privacy@twigged.designwith the subject “Privacy complaint”. Please include:

  • your name and, if relevant, the email used for your account;
  • a clear description of what happened and when;
  • the outcome you would like; and
  • copies of relevant messages or screenshots where they are needed to understand the issue.

Do not email passwords, payment-card details, API keys or unrelated client information. If another person complains for you, we may ask for evidence that they are authorised to act.

2. Acknowledgement and identity checks

We will acknowledge a data-protection complaint within 30 calendar days. We may ask for limited information to confirm identity or locate the relevant account. The investigation period will not be used to collect information that is unnecessary for the complaint.

3. Investigation

We will review the complaint impartially, preserve relevant records, speak to the people involved where necessary and consider both the facts and applicable data-protection requirements. If the matter is complex or depends on information from you or a service provider, we will explain that and keep you reasonably updated.

4. Outcome

We will provide the outcome in writing without undue delay. It will explain the decision, any action taken or planned, and any further information reasonably needed to understand the result. If we cannot agree with the complaint, we will explain why.

5. Records

We keep support and privacy-complaint records for six years after the matter is closed so that we can demonstrate how it was handled, identify recurring problems and establish or defend legal claims. Access is limited to people who need the record for those purposes.

6. Information Commissioner’s Office

You may raise a concern with the UK Information Commissioner’s Office at any time. You do not have to complete Twigged’s process first, although giving us the opportunity to investigate may resolve the matter sooner. Visit ico.org.uk/make-a-complaint for the ICO’s current contact options.

This procedure sits alongside the rights and contact details in our Privacy Notice.