Complaints Policy

Next Best Clothing Ltd

We're committed to providing a good service, and we take it seriously when something goes wrong. This policy explains how we handle complaints, what you can expect from us, and how to escalate your concern if you're not satisfied with our response.

How to make a complaint

You can raise a complaint with us at any time by:

You don't need to use any particular form of words. If you tell us you're unhappy with our service, or with how we've handled your personal data, we'll treat it as a formal complaint.

What happens next

  1. We'll confirm we've received it. For complaints submitted through our online form, you'll get an automatic acknowledgement straight away. For complaints made by phone, letter, or in person, we'll confirm receipt in writing.
  2. We'll try to resolve it quickly. Where possible, we aim to resolve complaints within five working days of receiving them.
  3. If it needs more investigation, we'll acknowledge your complaint and let you know we're looking into it further. We'll keep you updated on progress and aim to respond without undue delay.
  4. We'll confirm the outcome. Once we've investigated, we'll explain our findings and what action, if any, we're taking.

Data protection complaints

If your complaint relates to how we've collected, used, stored, or shared your personal data, this is a data protection complaint, and the following also applies:

  • We'll acknowledge your complaint within 30 days of receipt.
  • We'll investigate without undue delay and keep you informed of progress.
  • Once concluded, we'll clearly explain the outcome, including your right to escalate the matter further.

If you remain unhappy with our response, you have the right to raise your concern with the Information Commissioner's Office (ICO), the UK's independent regulator for data protection:

You're welcome to contact the ICO directly at any time — you don't have to complain to us first. However, we'd always appreciate the opportunity to put things right before you do.

Complaints involving children

If a complaint is raised by, or on behalf of, someone under 18, we'll take extra care to communicate clearly and consider what support they may need to understand and exercise their rights.

Who handles complaints

Complaints are handled directly by our management team. We do not currently have a dedicated Data Protection Officer, but all complaints — including data protection complaints — are reviewed by a senior member of staff.

Record keeping

We keep a record of all complaints received, how they were investigated, and their outcome, to help us improve our service and demonstrate our compliance with data protection law.

Changes to this policy

We may update this policy from time to time to reflect changes to our processes or to the law. The latest version will always be available on this page.
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