How to complain about how we handle your personal data

Last updated: 15 September 2026 What this page is. If you think OptiTech Automation has handled your personal data wrongly,

this page tells you how to say so, who reads it, and how quickly you will hear back. You have a

legal right to complain to us, and a separate right to complain to the regulator.

You do not have to come to us first, and using this page does not use up any other right you have.

This is a specific route for data-protection complaints. If your complaint is about the service,

such as something not working, a bill, or a promise we did not keep, use

How to complain, who answers, and by when instead. If you are not sure which one

you need, use either. We will move it to the right place ourselves and tell you we have done it.

You will not be sent back and forth. Who we are. OptiTech Automation is the trading name of Cristian Moise-Putanu, a sole trader based

in Torquay, Devon, England. It is not a limited company. Registered with the Information

Commissioner's Office, registration number C1963975.

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1. Who can use this

Anyone whose personal data we hold. That includes business owners who use the platform, workers who

use the worker app, customers who booked a job, and people who have only ever received an email from

us. You do not need an account, and you do not need to still be a customer.

You can complain on someone else's behalf if they have asked you to. We may ask you to show that.

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2. First, the honest part about who is responsible

This matters, and most platforms leave it vague. For some of your data we are the one who

decides what happens to it. For a lot of it, we are not.

Where we are responsible (we are the "controller"): your account with us, our emails to you, the

data we hold about a business that subscribes to the platform, and anything we collect for our own

purposes.

Where the business is responsible, and we only hold the data for them (we are their "processor"):

if you are a customer who booked a job, or a worker using the app, then most of your data,

such as the job, your hours, your location records and your contact details, belongs to the

trade business you dealt with. They decide what is collected and, within limits we set for every

business, how long it is kept. We hold it for them and act on their instructions.

What that means for you, in practice: for that data, the business is the right place to complain

and they must answer you. But you can still start here. If it turns out the complaint belongs

with them, we will tell you who they are, tell you what we can and cannot do, and, if you want us to,

pass it to them, tell you we have, and chase them once more if they have not answered you within a

month.

We will not simply tell you it is not our department.

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3. How to complain

Whichever route you use, the same person reads it and this page applies. The app door opens a

numbered case at once. If you email, your reference comes with our written acknowledgement.

In the app. If you are a business owner or a worker with an account, open Talk to Cristian inside

the app (Support in your menu, at /owner/support or /worker/support). It opens a case with a reference

number and you get written acknowledgement at once.

By email. privacy@optitechautomation.co.uk By phone. If writing is difficult for you, or you would rather talk, say so at that

email address and we will arrange a call. We will not insist on writing. If

you need the complaint taken down for you over the phone, we will do that and read it back to you

before we record it. You can also ask someone else to write to us for you.

What to include, if you can. What happened, roughly when, and what you would like us to do about

it. If you do not know all of that, send what you have.

An incomplete complaint is still a complaint and we will not reject it for being incomplete.

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4. What we do, and by when

We acknowledge it the same Business Day. A Business Day means a weekday that is not a bank

holiday in England and Wales, and we count from the next Business Day after your message arrives.

That is the same counting our complaints procedure uses, so the two pages give

you one clock and not two. If you raise it in the app, the numbered case and its written

acknowledgement open at once.

You will get written confirmation that we have received your complaint, what we understand it to be,

and a reference. That is not conditional on us having an answer yet.

Thirty days is the outer limit the law sets for acknowledging a complaint. It is not our target,

and we do not work back from it. We name it so you know the floor you are entitled to.

Then we investigate and answer. We aim to give a full answer within one calendar month of

receiving it. If it is complicated and we need longer, we will tell you before the month is up, tell

you why, and give you a date.

The answer will say: what we found, whether we think something went wrong, what we have done or

will do about it, and what you can do next if you are not satisfied. In plain English.

One person is accountable. Complaints are answered by Cristian Moise-Putanu. There is no

department and no queue. If he is unavailable for a long period, your acknowledgement and your right

to go to the ICO are unaffected, and we will tell you when you will have an answer.

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5. Your right to go to the regulator

You can complain to the Information Commissioner's Office at ico.org.uk, by phone on

0303 123 1113, or by post to Information Commissioner's Office, Wycliffe House, Water Lane,

Wilmslow, Cheshire SK9 5AF.

You can do that at any time. You do not need our permission, you do not need to complain to us

first, and you do not need to wait for our answer. The ICO may ask whether you have raised it with us,

which is why we give you a reference, but that is their process, not a condition we impose.

If you are outside the UK, you can complain to your own country's data protection authority

instead.

You can also go to court. Nothing on this page affects your right to a legal remedy, and using

this page first does not delay or reduce it.

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6. What we record, and why

For every complaint we keep: what you told us, when it arrived, what we did, what we decided, and

what we told you. We keep it for three years from the date the complaint is closed. That three

years is this page's own commitment, and it holds whether or not any other document of ours speaks

about it. Where our privacy policy states a period for the same record, that period is the record

and this page follows it. This is so that we can show a regulator how we handled it and so that a

pattern across several complaints is visible rather than lost.

We do not use a complaint as a reason to treat you differently. Complaining is not held against you.

Nothing you tell us is shared with the business you work for or book with, and nothing you tell us

changes the jobs the app shows you or the service you get from us.

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7. If you are not happy with our answer

Tell us, on the same complaint. It stays open until you say it is resolved, not until we decide it

is. Ask for a call if writing is not getting you anywhere.

And you can go to the ICO, at any point, including after our answer. Section 5 tells you how.

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8. Changes to this page

If we change how complaints are handled, we will update this page and the date at the top. Changes

are never backdated, and a complaint already open is handled under the version that applied when you

raised it.

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OptiTech Automation is the trading name of Cristian Moise-Putanu, a sole trader based in Torquay, Devon, England. ICO registration C1963975.