Feedback

Feedback and Complaints

Zodia Custody is committed to handling feedback and complaints in a quick, fair, effective, courteous, and thorough manner. Feedback and complaints are handled consistently through a standardised process designed to ensure matters are addressed appropriately and within a reasonable timeframe.

This page also explains how to make a data protection complaint. If you are unhappy about how we have handled your personal data, you have the right to complain to us directly, and we will look into it.

Raising feedback or a complaint

Clients may submit feedback or raise a complaint directly with Zodia Custody at any time and without barriers. Complaints can be submitted using the downloadable form and contact details provided on this page and may be made in writing or electronically.

All complaints received are logged and managed through Zodia Custody’s complaints handling process, which is supported by technology from submission through to closure and reporting.

Raising data protection complaints

For complaints related to data protection, you can email us at [email protected] or write to The Data Protection Officer, Zodia Custody Limited, 1st Floor, 6-8 Eastcheap, London, EC3M 1AE, United Kingdom. We will accept your complaint however you choose to send it, and you do not have to use the form.

What to expect

Once a complaint is received, it is logged and acknowledged within three business days from the date it is received by the complaint handler, and in any event within 30 days of receipt. The acknowledgement confirms:

• The date the complaint was received
• The expected complaint handling timeframe
• The name and contact details of the individual or department responsible for managing the complaint
• A copy of the complaint where it has been submitted electronically

Each complaint is investigated promptly and addressed in an equitable, objective, and unbiased manner. Appropriate communication is maintained with the complainant throughout the process, and the outcome of the investigation is communicated clearly once completed.

A complaint is closed once the root cause has been identified, recorded, and appropriately addressed or remediated. Where necessary, relevant internal teams, including Legal and Compliance, are involved in the handling of complaints.

If you are not satisfied

If you are unhappy with the outcome of your data protection complaint, you can ask us to review it. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection authority, at www.ico.org.uk. If you are based outside the UK, you may also contact the data protection authority in your own jurisdiction.

Repeat complaints

A complaint is treated as a repeat complaint where a client confirms they have previously contacted Zodia Custody regarding the same issue and it has not been addressed, or where a previously resolved complaint is raised again due to dissatisfaction with the outcome.

Download the general complaints form here.

Download the data protection complaints form here.