If something’s not right

Tell us. Reply to any email we’ve sent, or write to hello@dailychinwag.co.uk: a person reads every message, and complaints are never handled by the computer.

What happens next: we acknowledge within 2 working days and give you a full answer within 10. If it isn’t resolved, it goes to the founder, with a final response within 8 weeks at the outside. If we’ve got something wrong, we’ll say so plainly and put it right, including refunds where that’s the right thing.

Safety concerns jump the queue. Anything touching the safety or welfare of the person receiving calls is looked at the same day.

A care home may complain on a resident's behalf, and a family member may complain on behalf of the person receiving calls. We treat those exactly as we would a complaint from the person themselves.

Every complaint is logged and reviewed monthly, because the pattern matters as much as the case.

You have a legal right to complain to us about how we handle your personal data (Data Protection Act 2018, section 164A). Email hello@dailychinwag.co.uk with "data protection complaint" in the subject, or reply to any email we have sent. We acknowledge every data-protection complaint within 30 days, look into it, and tell you the outcome without undue delay. This applies whether you are a member, a family member, a care home, or someone we contacted about DailyChinwag and who would rather we had not. You can also complain to the Information Commissioner's Office at ico.org.uk at any time; you do not have to come to us first.

In practice we treat a data-protection complaint like any other: acknowledged within 2 working days, a full answer within 10. The 30 days is the legal backstop, not our target.