Data protection complaints

Since 19 June 2026, every organisation that decides how personal data is used must have a proper way of taking complaints about it, must acknowledge a complaint within 30 days, must investigate it, and must tell you the outcome. That is sections 164A and 164B of the Data Protection Act 2018, added by the Data (Use and Access) Act 2025. This page is how we do it.

It applies to complaints about personal data. For complaints about the service itself — billing, a feature, something that broke — see clause 18 of our subscription terms.

1. Who this is for

2. How to complain

If you would rather write, email privacy@routeround.co.uk, or post to Desultory Ltd, 133 Berrall Way, Billingshurst, England, RH14 9PQ.

Tell us: who you are and how to reach you; what happened; when; and what you would like us to do about it. If it concerns a particular contractor's use of RouteRound, name them — it is usually the fastest route to an answer.

You do not need a solicitor, you do not need to use any particular words, and it costs nothing.

3. What we do, and by when

Step	When
We acknowledge your complaint. In writing, confirming what we understand it to be.	Within 5 working days, and in any event within the 30 days section 164A requires
We investigate. We look at the systems and records involved. Where we are the processor, we contact the contractor who is the controller.	Without undue delay
We tell you the outcome. What we found, what we did, and what we will not do and why.	Within 30 calendar days. If it is complex we will tell you before that runs out, and give you a date
If we got it wrong, we say so and fix it.	As soon as we can

We keep a record of every complaint, what we found and what we did. Complaints are handled by the director of Desultory Ltd, who reads them personally. Write to jack@routeround.co.uk.

We are a one-person company, so there is no complaints department and no escalation tier: the person who reads your complaint is the person who can act on it.

4. If you are asking us to do something specific

Some things have their own statutory route and are usually faster than a complaint:

What you want	Where it goes	How long
A copy of your data	privacy@routeround.co.uk	One month. We may ask you to confirm your identity, or for enough detail to find what you are asking about — the clock pauses while we wait
Correction of something wrong	privacy@routeround.co.uk	One month
Deletion of your account	In the app, under Settings → your account. What that does and does not reach is set out in full at /legal/delete-account — read it, because it does less than the word "delete" suggests	Immediate, then see that page
Deletion of something smaller than an account	privacy@routeround.co.uk. It is a manual job on our side and we will tell you honestly what we can and cannot reach	One month
To object to something we do	privacy@routeround.co.uk	One month

Section 12A of the UK GDPR lets us pause the clock while we wait for information we reasonably need to identify you or to find what you are asking about. We will only use that where we genuinely need to, and we will tell you what we are waiting for.

5. If you are not happy with our answer

Tell us first if you can — it is usually quicker, and we would rather fix it.

But you have the right to go straight to the regulator, without coming to us at all, and it costs nothing:

Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF Helpline: 0303 123 1113 ico.org.uk/make-a-complaint

The ICO will normally ask whether you raised it with us first, which is the only reason we suggest it.

6. Our details

Desultory Ltd, registered in England and Wales, company number 17361684. Registered office: 133 Berrall Way, Billingshurst, England, RH14 9PQ. ICO registration number: 00015711872, checkable on the ICO's public register of fee payers. Being registered is a notification to the regulator, not a seal of approval, and it takes nothing away from your right to complain to the ICO — see section 5.