Client Complaints Policy

Policy Effective Date: 1st January 2026 | Review Date: 1st January 2027

1. Purpose

Palatine Research & Data Ltd is a professional services firm. This policy outlines our internal procedure for handling expressions of dissatisfaction from eligible clients. Our goal is to ensure that valid concerns are reviewed with appropriate diligence.

2. Scope & Eligibility

This policy is strictly for the use of Eligible Complainants. An Eligible Complainant is defined as:

• An active or former Client (the individual or entity who formally instructed and paid for our services).
• A prospective client who has received a formal service proposal from the Company.

Explicit Exclusions

Investigation Subjects: We do not accept complaints from individuals or entities who are the subject of an investigation, surveillance, or data research. Such parties have no contractual or commercial relationship with the Company.

Third Parties: We do not process complaints from members of the public or third parties with whom we have no direct business relationship.

3. How to Lodge a Complaint

If you are an Eligible Complainant and wish to lodge a formal complaint, it must be submitted in writing to ensure all details are accurately recorded for our internal audit.

Submit by Post to:

The Managing Director
Palatine Research & Data Ltd
Grange Bank
Wirral
CH48 4DY

4. Our Timelines

To allow for a comprehensive internal review of research files, investigator logs, and data sources, the following service-level timelines apply:

• Acknowledgement: We will acknowledge receipt of your written complaint within 21 days.
• Investigation: A Director will conduct a private internal review of the case.
• Final Response: We will provide our formal written response within 8 weeks of the date the initial complaint was received.

5. Finality of Decision

The response issued at the conclusion of our internal investigation represents the Company's Final Position.

Palatine Research & Data Ltd does not participate in any voluntary Alternative Dispute Resolution (ADR) schemes or external mediation. Once our Final Response has been issued, our internal complaints procedure is exhausted, and the matter is considered closed. No further correspondence will be entered into regarding the merits of the complaint.

6. Redress

If a client complaint is upheld, the Company may, at its sole discretion, offer a gesture of goodwill. This may include:

• Correction of data in a final report.
• A partial credit against future instructions.
• A formal explanation of internal process changes.

7. Data Protection Concerns

For matters strictly concerning the accuracy or processing of personal data, please refer to our Privacy Notice. As a registered Data Controller, we comply with the Data Protection Act 2018 and the Data (Use and Access) Act 2025.