Order from Chaos

Data Protection Complaints Procedure

JdS Consulting Ltd (trading as Order from Chaos) Company No. 14974139 ICO Registration ZB705394

1. Purpose and Scope

This procedure sets out how JdS Consulting Ltd, trading as Order from Chaos ("we", "us", "our"), handles complaints from clients, prospective clients, or any other individual about how we have processed their personal data under UK GDPR and the Data Protection Act 2018.

This procedure applies to data protection complaints only, for example, concerns about how personal data (including health information, photographs, or property details) has been collected, used, stored, shared, or retained. It does not cover general complaints about the standard of our decluttering and organising services, which are handled separately under our client service agreement.

This procedure should be read alongside our Customer Privacy Notice, which sets out in full what personal data we collect and why, and the rights individuals hold under UK data protection law.

2. Who Handles Complaints

Jo de Serrano, as sole director of JdS Consulting Ltd and the organisation's data controller, is responsible for receiving, investigating, and resolving all data protection complaints.

How to raise a complaint

Complaints can be raised by any of the following methods:

• Email: hello@order-from-chaos.co.uk

• Phone: 07769 065404

• Post: 71-75 Shelton Street, London, WC2H 9JQ

Wherever practical, we will acknowledge and respond using the same method the complaint was received through, unless the complainant asks us to use a different method.

3. Step 1 — Acknowledging the Complaint

We will acknowledge receipt of any data protection complaint within 30 days of receiving it, in line with ICO guidance.

1. The 30-day period begins the day after the complaint is received, regardless of whether that day falls on a weekend or public holiday.

2. If the 30th day falls on a weekend or public holiday, acknowledgement will be provided by the end of the next working day.

3. If the complaint is received by email, we will send an acknowledgement by email confirming receipt and that we will look into the matter.

4. If the complaint is received by phone, Jo will summarise the complaint back to the complainant to confirm it has been understood correctly, agree a preferred contact method for updates, and follow this up in writing.

5. If the complaint is received by post, a written acknowledgement letter or email will be sent.

A record of the acknowledgement, including the date sent, will be kept on file.

4. Step 2 — Investigating the Complaint

Gathering information

Jo will investigate every data protection complaint thoroughly, fairly, and accurately. This will typically involve:

• Reviewing all relevant facts and records held about the complainant

• Comparing the complaint against the information we hold, including in our CRM, email accounts, and Proton Drive storage

• Checking whether our own policies (including the Customer Privacy Notice) have been correctly followed

• Where the complaint is unclear, contacting the complainant promptly to ask what has happened and what outcome they are seeking

Timeframe

The investigation will begin as soon as the complaint is received — not after the 30-day acknowledgement period — and will be carried out without undue delay. As Order from Chaos is a sole-director business, most straightforward complaints are expected to be resolved within a few working days; more complex matters (for example, those involving third-party service providers such as our CRM, hosting, or cloud storage providers) may reasonably take longer. The time taken will always reflect the complexity of the issue, the scale of the matter, and any harm or distress the complainant may be experiencing.

Keeping the complainant informed

If an investigation is expected to take some time, we will contact the complainant to explain the delay, provide an expected timeframe for resolution, and confirm a point of contact for any questions in the meantime.

5. Step 3 — Resolving the Complaint

Once the investigation is complete, we will write to the complainant setting out:

• The outcome of our investigation

• Any action taken as a result (for example, correcting or deleting data, updating our processes, or providing an apology)

• Their right to escalate the matter to the Information Commissioner's Office (ICO) if they remain dissatisfied

6. Escalating to the ICO

If a complainant is not satisfied with our response, or with how their complaint has been handled, they have the right to contact the ICO directly:

• Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

• Helpline: 0303 123 1113

• Website: ico.org.uk/make-a-complaint

We will not treat an individual less favourably for choosing to contact the ICO, and will cooperate fully with any ICO enquiry or investigation.

7. Record Keeping

For every data protection complaint received, we will keep a record of:

• The date the complaint was received

• The acknowledgement sent and the date it was sent

• Relevant correspondence, conversations, and documents relating to the complaint

• The outcome of the investigation

• Any actions taken as a result

These records will be retained in line with the retention periods set out in our Customer Privacy Notice (currently 6 years from the last interaction with the individual), and will not be kept for longer than necessary. We may also review the number and nature of complaints received periodically to identify any recurring themes or areas for improvement in how we handle personal data.

8. Staff Absence and Continuity

As a sole-director business, Jo is the sole point of contact for data protection complaints. During any period of planned absence, an out-of-office auto-response will be in place confirming when incoming communications will be reviewed. Complaints received during this time will be acknowledged and investigated as soon as reasonably possible on return, and this will be factored into the acknowledgement communicated to the complainant.

9. Review of This Procedure

This procedure will be reviewed periodically, and whenever there is a material change to how Order from Chaos collects, uses, or stores personal data, or to our Customer Privacy Notice.

Last updated: 7 July 2026