Complaints policy

What this policy covers

This policy covers complaints about Digital Funding: the website, the information on it, how we’ve handled your enquiry, and how we’ve used your personal information. We welcome all feedback, and we use complaints to put things right and improve.

How to complain

Email hello@digitalfunding.co.uk with “Digital Funding complaint” in the subject line, or use our enquiry form. Please tell us:

• your name and how to contact you
• what went wrong, including the page or listing if it’s about the site
• what you’d like us to do to put it right

What happens next

1. We’ll acknowledge your complaint within 5 working days.
2. Someone not involved in the original issue will look into it where possible.
3. We’ll aim to give you a full response within 20 working days. If we need longer, we’ll tell you why and when to expect it.

Complaints about other organisations

We can’t deal with complaints about schemes run by other organisations, such as how they assess applications. Please contact the organisation that runs the scheme. Their details are on the official page we link to.

Complaints about a certification service

If your complaint is about a Cyber Essentials or IASME Cyber Assurance service delivered by Get Cyber Certified, we’ll handle it under Get Cyber Certified’s complaints procedure. If you’re not satisfied with our final response, you can raise it with IASME, which licenses certification bodies.

Complaints about your personal information

If you’re unhappy with how we’ve handled your personal information, you can also complain to the Information Commissioner’s Office (ICO) on 0303 123 1113 or at ico.org.uk/make-a-complaint. See our privacy notice.