Feedback and complaints

Complaints Policy statement

Kocho is committed to providing you, our clients, with a high-quality service and will always endeavour to meet your needs. We value your feedback – it keeps us honest and helps us become greater. If there is a problem, we need you to tell us. We hope that we can address any issue that arises before it evolves into a reason for complaint.

All complaints are tracked through to closure, with updates provided at regular intervals. High-severity issues are escalated immediately to senior management for intervention.

We aim to treat every complaint as an opportunity for service improvement and feed them into our Continuous Service Improvement Plan where applicable.

Service Complaints

How to make a service complaint

If you’re a Kocho client and you’re dissatisfied with the service received, please contact us as soon as the matter arises. Concerns can often be resolved easily by reaching out to us.

Service complaints can be raised in writing using the following methods:

• By speaking to the person dealing directly with your account (normally your account manager or service delivery manager; or
• Via the Kocho portal; or
• Via a CSAT form; or
• Via email ([email protected]).

To help the team to resolve the complaint, the following information should ideally be included:

• Description of the complaint;
• Users that are or have been affected;
• Chronology of events;
• Impact of the event being complained about;
• Contact point for communication.

Further documentary evidence may also be provided if available.

Service complaints procedure

Kocho will endeavour to acknowledge receipt of the complaint and provide an initial response within 1 business day of receiving it.

The Head of Client Success will either investigate the complaint themselves or delegate to an appropriate member of the Kocho team. The complaint will be investigated, the appropriate information documented, and the relevant Kocho employees interviewed. This information will be kept confidential at all times.

You’ll be kept updated on the progress of the investigation until a resolution is reached. A summary report will be produced by the Head of Client Success (or their delegate), detailing:

• The details of the original complaint;
• The investigation carried out and evidence obtained;
• The conclusions reached as to whether the complaint is justified;
• The actions to be taken and lessons learned in the light of the conclusions.

A copy of this report will be provided to you and any Kocho employees impacted by the complaint.

Unresolved problems

If your problem is not resolved, or you’re unhappy with the response received, your subsequent feedback will be escalated to the appropriate practice head or director, who will investigate the matter and report back (usually within seven working days) with their findings and decision.

Data Protection Complaints

How to make a data protection complaint

Under the terms of the Data (Use and Access) Act 2025 (DUAA), if you think your data has been misused or that Kocho Group Ltd has not kept it secure, you can raise a data protection complaint.

Data protection complaints can be raised in writing using the following methods:

• Via email ([email protected]); or
• If you’d prefer to complete a complaint form, one can be provided by emailing [email protected]. Once the form is completed this can either be posted to the Group Data Protection Officer, Kocho Group Ltd, 4th Floor, 2 Kingsway, Cardiff, CF10 3FD, or emailed to [email protected]

To help the team to resolve the complaint, sufficient information should be provided to enable a thorough investigation.

The data protection complaints procedure

Kocho has a statutory duty to acknowledge receipt of the complaint within 30 days of being notified of it and to investigate and respond ‘without undue delay’. We aim to investigate data protection complaints within 15 working days and will keep you informed of the progress of the investigation and whether it will take longer than this to resolve.

Note that if the complaint is raised by a third party on your behalf, we will require written confirmation that the third party is authorised to receive information about how your personal data has been handled.

Upon completion of the investigation, we’ll send you a report detailing the nature of your complaint and what actions Kocho has taken to resolve it.

Unresolved problems

If you have further questions about the investigation, please contact [email protected] quoting your name and reference number.

You also have the right to complain to the Information Commissioner’s Office (ICO) if this complaint has not been resolved to your satisfaction, although Kocho would welcome the chance to discuss this with you first.