Complaint Handling Policy

Last update date: 7 August 2026

1. Purpose

This policy explains how Happy Leads Ltd receives, reviews, and resolves complaints related to The Reward website, registrations, marketing communications, and data handling.

2. How to submit a complaint

You can submit a complaint by email to support@thereward.co.uk. Please include your name, contact details, and clear details of your concern.

Where possible, include the date of the issue, relevant campaign, communication channel, and any reference numbers to support faster handling.

3. What information helps us investigate

• Your full name and preferred contact method.
• The email or phone number used during registration.
• Dates, messages, or screenshots relevant to the issue.
• The outcome you are seeking.

4. Acknowledgement and response times

We aim to acknowledge complaints within 5 working days and provide a substantive response as quickly as possible, normally within 28 days. Complex matters may require additional time.

If additional time is needed, we will provide a progress update and an expected timeframe for further response.

5. Investigation process

Complaints are reviewed by relevant operational and compliance personnel. We may review registration records, consent logs, communication records, and technical evidence to reach a fair outcome.

We may request clarification or supporting information from you where this is required to complete an effective review.

6. Outcomes

Where appropriate, outcomes may include clarification, corrective action, suppression updates, record correction, internal process improvement, or other reasonable remedies.

Where a complaint is not upheld, we will explain the reasons and provide available next-step options.

7. Escalation process

If you are dissatisfied with the initial outcome, you may request an internal escalation for further review by a senior team member.

8. Data protection complaints

Data-related concerns are assessed under our Privacy Policy and applicable data protection law. If you remain dissatisfied, you may be entitled to complain to the Information Commissioner's Office.

9. Complaint records

We keep complaint records for accountability, quality assurance, compliance, and training purposes in line with our Data Retention Policy.

10. Policy updates

We may update this policy to reflect legal, regulatory, or operational changes.

11. Contact details

Happy Leads Ltd, Company number 15995385, Office 1315 182-184 High Street North, Area 1/1, East Ham, London, United Kingdom, E6 2JA.
ICO registration number: ZB877062
Email: support@thereward.co.uk