Firedrake Studios — Complaints
Version: 20261113-150948-262996

## How to raise a concern
Please contact enquiries@firedrake-studios.co.uk, call +44 7835 391224, or write to Nicholas Lymberis T/As Firedrake Studios at 26 Tennyson Close
Woodbridge
IP12 4LB
United Kingdom. Tell us what happened, the relevant project or enquiry reference if known, the outcome you are seeking and how you would like us to respond. You do not need to use legal language, a particular form or a paid representative.

Provide only information needed to explain the concern. Do not send payment-card details, identity documents or sensitive personal information through ordinary website forms. We will ask for any further information that is genuinely needed and agree a suitable way to share it.

## Our process
We aim to acknowledge a service complaint within 5 working days and provide a substantive response within 20 working days. These are service targets, not restrictions on your rights or a reason to delay handling a complaint that needs urgent action. If we need longer, we will explain why, keep you informed and give an expected response date.

Nicholas Lymberis will review the concern, consider the relevant information and explain the outcome and any proposed remedy. If the concern involves that reviewer's conduct or a conflict, tell us so we can consider a suitably impartial review. We do not claim to operate an independent ombudsman or a separate internal appeals department.

If you remain dissatisfied, reply with the points you want reconsidered. We will consider them and explain our final position, including appropriate further routes where applicable. Making a complaint does not stop you using a court or other remedy available by law.

## Data-protection complaints and rights requests
For a concern about your personal information, email the same contact or use Privacy & your information in the footer. You may use email, telephone or another accessible route; identity checks will be proportionate where necessary. We acknowledge data-protection complaints within 30 days, investigate, provide appropriate updates and communicate the outcome without undue delay. Our service targets do not extend that deadline.

Requests to access, correct, erase, restrict or object to processing are handled under the relevant data-protection rights and timescales, normally one calendar month with any lawful exception explained. A complaint and a rights request may need to be handled together. You can complain to the Information Commissioner's Office about data protection; the Privacy notice links to its complaint service.

## Dispute resolution
We have not declared membership of a particular alternative dispute-resolution scheme or a general commitment to participate. We will consider an appropriate route for an unresolved dispute and explain the relevant position, including any applicable legal or contractual requirement.

Where applicable, we will give the information required about an appropriate accredited alternative dispute-resolution provider and explain whether we are required or willing to participate. Any obligation arising from an actual membership, contract or law remains applicable. We do not describe an organisation as our appointed scheme unless that arrangement has been confirmed.

## Accessibility and records
Tell us if you need another format, help explaining the concern or a different contact method. We will consider reasonable adjustments. We keep information needed to investigate and demonstrate the outcome under the Privacy notice and applicable retention arrangements; a complaint is not permission to keep every record indefinitely.

Related information: /privacy/, /terms/, /business-information/, /cookies/, /complaints/, /accessibility/.