Data Protection Complaints Procedure
How to raise a concern about the way ScanLens handles personal information.

Data Protection Complaints Procedure

Last updated: 2026-07-15

1. How to make a data protection complaint

If you believe ScanLens has not handled personal information in accordance with data protection law, email [email protected]. We suggest using the subject "Data protection complaint".

2. Information that will help us investigate

Please provide only the information reasonably necessary to understand the concern:

  • your name and contact details;
  • a description of the concern;
  • relevant dates;
  • the relevant ScanLens service; and
  • supporting information where necessary.

3. Information not to send

Do not send passwords, payment-card data, licence keys, unnecessary identity documents or unrelated sensitive information. If we reasonably need additional information, we will explain what is required and why.

4. What ScanLens will do

  • acknowledge receipt within 30 days;
  • take appropriate steps to investigate without undue delay;
  • request clarification where reasonably necessary;
  • keep you informed where appropriate; and
  • communicate the outcome without undue delay.

The 30-day period is for acknowledging that we received the complaint. It is not a promise that every complaint will be fully investigated or resolved within 30 days. The time needed depends on the circumstances and complexity of the complaint.

5. Identity and authority checks

We may require reasonable and proportionate identity verification before disclosing personal information or taking an action that could affect another person. We will not require excessive identity documents by default. If someone complains on another person's behalf, we may ask for reasonable evidence of their authority to act.

6. Complaining to the ICO

You may complain to the UK Information Commissioner's Office if you are dissatisfied with the outcome or with how ScanLens has handled the complaint. You are not prohibited from contacting the ICO before completing this procedure, although the ICO may ask whether you have first raised the issue with us.

See the ICO's data protection complaint guidance.

7. Other requests and service complaints

  • For an access, correction, objection or other privacy rights request, email [email protected] with the subject "Privacy request".
  • For a request to delete information, use the same privacy request route and identify the information concerned.
  • For a general service, purchase, report or support complaint that is not about personal information, email [email protected] with the subject "Service complaint" or use the Support page.

8. Related information

See the Privacy Policy for more information about how ScanLens handles personal information.