Complaints channel
Last updated: October 2026
This Complaints Channel provides clients, prospective clients, suppliers, business partners, website users, contractors, and other individuals who interact with ZENDRAL with a clear way to raise concerns, submit complaints, or report conduct that they believe requires review.
ZENDRAL is committed to handling complaints fairly, respectfully, and with appropriate confidentiality. We aim to understand the issue, investigate where necessary, and take proportionate action based on the circumstances.
Purpose of This Complaints Channel
This channel is intended to provide a structured way to raise concerns relating to ZENDRAL, our services, business practices, communications, personnel, technology, website, or professional interactions.
Complaints may relate to consulting, marketing, artificial intelligence and automation, business growth and transformation services, commercial relationships, customer service, billing, communications, privacy, conduct, or other interactions with ZENDRAL.
Submitting a complaint does not guarantee a particular outcome. However, complaints will be considered in good faith and reviewed according to their nature, seriousness, available information, and applicable legal or contractual requirements.
Who Can Submit a Complaint?
This Complaints Channel may be used by individuals or organizations that have interacted with ZENDRAL, including:
- current or former clients;
- prospective clients;
- suppliers and service providers;
- business partners;
- contractors and consultants;
- website visitors;
- individuals receiving communications from ZENDRAL; and
- other individuals who reasonably believe that a matter involving ZENDRAL should be reviewed.
What Can Be Reported?
You may use this channel to raise concerns relating to matters such as:
- the quality or delivery of our services;
- professional conduct or communication;
- commercial or contractual concerns;
- billing or administrative issues;
- marketing or advertising communications;
- website functionality or digital experiences;
- privacy or Personal Data concerns;
- artificial intelligence, automation, or technology-related concerns;
- suspected misuse of information;
- inappropriate, misleading, discriminatory, or unethical conduct;
- conflicts of interest;
- suspected fraud, corruption, or other serious misconduct; or
- any other matter that you reasonably believe should be brought to the attention of ZENDRAL.
How to Submit a Complaint
You may submit a complaint through the form provided on this page, where available, or through another official ZENDRAL communication channel.
When submitting a complaint, please provide enough information for us to understand and review the matter effectively.
Where possible, please include:
- your name and contact details;
- the company or organization you represent, where applicable;
- a clear description of the issue;
- the approximate date or period in which the matter occurred;
- the people, teams, services, or projects involved;
- any relevant supporting documents, correspondence, screenshots, or records; and
- the outcome or resolution you are seeking, where applicable.
Please provide information that is accurate to the best of your knowledge. Deliberately false or misleading information may limit our ability to investigate the matter properly.
Anonymous Complaints
Where technically available and permitted by applicable law, you may choose to submit a complaint without identifying yourself.
However, anonymous complaints may be more difficult to investigate, particularly where additional information or clarification is required.
If you choose to provide your contact details, ZENDRAL may contact you for further information or to communicate regarding the progress or outcome of the complaint.
How We Review Complaints
After receiving a complaint, ZENDRAL may take steps that include:
- reviewing the information submitted;
- determining the nature and seriousness of the concern;
- requesting additional information where necessary;
- reviewing relevant records, communications, contracts, systems, or documentation;
- consulting with relevant personnel, advisers, or service providers;
- assessing whether corrective or remedial action is appropriate; and
- documenting the outcome where appropriate.
The review process may vary depending on the complexity, seriousness, jurisdiction, and nature of the complaint.
Response and Resolution
ZENDRAL aims to acknowledge and address complaints within a reasonable period.
Some matters may be resolved quickly, while others may require additional investigation, consultation, or review.
Where appropriate, we may inform you of the outcome of our review. However, there may be circumstances where legal, confidentiality, privacy, contractual, or employment considerations prevent us from providing full details regarding an investigation or its outcome.
Where we identify an issue that requires action, ZENDRAL may take appropriate steps based on the circumstances. These may include correcting information, improving processes, addressing service issues, strengthening controls, reviewing internal procedures, or taking other proportionate measures.
Confidentiality
ZENDRAL will seek to handle complaints with appropriate discretion and confidentiality.
Information may be shared internally or with professional advisers, contractors, service providers, insurers, authorities, or other relevant parties where reasonably necessary to review, investigate, resolve, or comply with legal obligations relating to the complaint.
We cannot guarantee absolute confidentiality where disclosure is necessary to investigate the matter, protect legal rights, comply with applicable law, or respond to a lawful request from an authority.
Good Faith and Non-Retaliation
ZENDRAL expects complaints to be raised honestly and in good faith.
We do not consider it appropriate for an individual to be disadvantaged solely because they have raised a genuine concern or complaint in good faith.
This does not prevent ZENDRAL from taking appropriate action where information is knowingly false, malicious, abusive, threatening, fraudulent, or submitted for an improper purpose.
Privacy and Personal Data
Information submitted through this Complaints Channel may contain Personal Data.
ZENDRAL may process this information for the purposes of receiving, assessing, investigating, responding to, documenting, and resolving complaints, as well as complying with legal obligations and protecting our legitimate interests.
Personal Data may include contact information, correspondence, professional information, supporting documents, allegations, records relating to the complaint, and information generated during our review.
Personal Data submitted through this channel will be handled in accordance with our Privacy Notice and applicable data protection laws.
For privacy-specific enquiries or requests relating to your Personal Data, you may contact ZENDRAL at [email protected].
Records and Retention
ZENDRAL may retain records relating to complaints for as long as reasonably necessary to investigate and resolve the matter, maintain appropriate business records, demonstrate compliance, manage disputes, establish or defend legal claims, or satisfy applicable legal and regulatory requirements.
Retention periods may vary depending on the nature and seriousness of the complaint, applicable law, contractual requirements, and legitimate business needs.
When information is no longer required, it may be deleted, anonymized, or securely disposed of in accordance with our applicable processes.
Third Parties
Where a complaint primarily concerns a third party, platform, supplier, technology provider, or other organization that is independent from ZENDRAL, we may determine that the matter should be addressed directly with that third party.
Where appropriate and legally permitted, we may provide reasonable guidance regarding the relevant party or process. However, ZENDRAL cannot control the policies, investigations, or decisions of independent third parties.
Privacy Complaints
If your complaint specifically concerns how ZENDRAL processes Personal Data, privacy rights, cookies, tracking technologies, international data transfers, or data security, you may contact us at:
ZENDRAL
Email: [email protected]
Depending on your location and applicable law, you may also have the right to lodge a complaint with the relevant data protection or privacy supervisory authority.
Legal and Regulatory Matters
Nothing in this Complaints Channel limits any rights or remedies that may be available to you under applicable law, contract, regulation, or other legally binding requirements.
You may also contact an appropriate regulator, supervisory authority, law enforcement authority, court, or other competent body where you have a legal right to do so.
Submitting a complaint through this channel does not suspend or extend any legal, contractual, regulatory, or procedural deadline that may otherwise apply.
Emergency Situations
This Complaints Channel is not intended for emergencies or situations involving an immediate threat to health, safety, property, or security.
If you believe that there is an immediate danger or emergency, please contact the appropriate emergency services or competent authorities in your location.
Abusive or Improper Use
ZENDRAL reserves the right to limit or discontinue engagement with submissions that contain threats, harassment, abusive language, spam, repeated submissions without new information, unlawful material, or content submitted for an improper purpose.
This does not prevent legitimate complaints, criticism, or concerns from being reviewed fairly.
Changes to This Complaints Channel
ZENDRAL may update this Complaints Channel and its procedures from time to time to reflect changes in our business, services, legal obligations, internal processes, or applicable requirements.
When changes are made, the updated version will be published on our website and the “Last updated” date may be revised accordingly.
Contact ZENDRAL
If you have questions about this Complaints Channel or need assistance determining where to direct a concern, you may contact ZENDRAL through our official contact page:
For privacy matters, please contact:
ZENDRAL will review complaints according to their nature and the information reasonably available to us.
For information about how ZENDRAL handles personal data, cookies, website use, professional engagements and complaints, please review our Privacy Notice, Cookies Notice, Terms & Conditions and Complaints Channel.