Complaints
Cognito Consultants
Complaints
If you are unhappy with something Cognito Consultants Ltd has done, or not done, please tell us. This page explains how to complain and what we will do. It covers all complaints about Cognito, including complaints about how we handle your personal data.
Version 1.0. Last updated 17 October 2026.
Who this is for
Anyone who deals with Cognito Consultants Ltd. For example, people who buy or download from our store, clients and their staff, people we contact about our services, people who use our website, and job applicants.
If you are unhappy with our service, or you think we have not handled your personal data properly or have not followed data protection law, you can complain to us. You do not need to use any special words, and it costs nothing.
How to complain
Please send all complaints by email to complaints@cognitoconsultants.com. Email is the quickest way for us to look into your complaint and reply.
If you can, put “Complaint” in the subject line, and say if it is about your personal data. You can use the short form at the end of this page by copying it into your email, but you do not have to.
We will still accept and deal with a complaint that reaches us another way. If you need help to make a complaint, or need us to communicate in a different way, tell us and we will help.
It helps us if you tell us:
- your name and how to contact you
- what happened, and when
- which of your personal data it is about, if you know
- what you would like us to do
What we will do
1. Record it. We record every complaint on the day we receive it, or the next working day.
2. Acknowledge it. We will confirm in writing that we have received your complaint within 30 days. We aim to do this within 5 working days. We will tell you who is handling it.
3. Look into it. A director of Cognito Consultants Ltd will look into your complaint. We will check our records, ask the people involved, and ask any supplier involved (for example the platform that runs our store) where that is needed. If we need more information from you, we will ask.
4. Keep you informed. We will tell you how things are going, at least every 4 weeks, until we have finished.
5. Tell you the outcome. We will write to you without undue delay with what we found, what we have done, and anything we will change as a result. We aim to do this within 30 days of our acknowledgement. If it will take longer, we will tell you why and when to expect our reply.
If your complaint is also a request to use one of your data protection rights, such as asking for a copy of your data or asking us to delete it, we will deal with that request too.
If we handled your data on behalf of another organisation (for example a client we were working for), that organisation may be responsible for your data. We will tell you, and with your agreement we will pass your complaint to them and help them answer it.
If you are not happy with our answer
If your complaint is about how we have used your personal information, you can complain to the Information Commission (known as the ICO), the UK regulator for data protection. See https://ico.org.uk/make-a-complaint/
The Information Commission usually asks people to raise their complaint with the organisation first. That is why this procedure exists, but you do not need our permission to contact them.
How we keep records
We keep a record of every complaint, kept up to date, clearly organised and labelled. Each record shows:
- the date we received it, and how
- who made it, and how to contact them
- a short summary of the complaint
- the date we acknowledged it
- the steps we took, with dates
- the date we told the person the outcome, and what the outcome was
- anything we changed as a result
Records are kept securely, with access limited to directors, for 3 years after the complaint is closed, then deleted.
Learning from complaints
We review our complaints at least once a year, to see whether anything about how we work, or how we handle personal data, should change.
Anyone working for Cognito
Anyone who works with or for Cognito, including associates, must pass any complaint they receive to complaints@cognitoconsultants.com on the same day. A complaint does not have to use the word “complaint”. If someone says we have mishandled their personal data, treat it as a complaint.
Complaint form
Copy this into an email to complaints@cognitoconsultants.com.
Your name:
Your email address or postal address:
Your phone number (optional):
How you would like us to contact you:
What happened, and when:
Which personal data it is about (if it is about your personal data and you know):
What you would like us to do:
Anything else we should know, including any help you need to make this complaint:
Date:
Cognito Consultants Ltd. Private limited company registered in England and Wales, company number 12928272. Registered office: Office LG06, 1 Quality Court, Chancery Lane, London WC2A 1HR.