Lore Group Data Protection Complaints Policy

Last updated: June 2026
Please note: this policy is for use if you have a data protection complaint.

1. ABOUT THIS POLICY
Starlight Shoreditch Limited, trading as One Hundred Shoreditch, has obligations under UK law in relation to data protection complaints.
This policy allows you to complain to us if you believe that we have breached data protection law.
You do have the right to make your complaint to the Information Commissioner’s Office (ICO). However, we ask that you allow us to look into it before you do so – not least because, with effect from 19 June 2026, every UK organisation is required to have a data complaints policy. Therefore, we believe that the ICO is, in most cases, likely to require a person to use that route before complaining to the ICO itself.

2. OUR COMMITMENT
We are committed to handling data protection complaints lawfully and in a fair, transparent and timely manner.
We will handle complaints confidentially and only share information where appropriate to investigate and resolve a complaint, or otherwise in accordance with our Privacy Policy.

3. MAKING A COMPLAINT
You may submit a data protection complaint to us:
• By email to: Dataprotection@loregroup.com
• By post to: Starlight Shoreditch Limited, 7th Floor, Portman House, 2 Portman Street, London W1H 6DU, United Kingdom
You do not have to use a particular form for your complaint, although we have provided a template at the end of this policy that you can use if you wish. It will assist both you and us if, in any event, you make it clear what you are complaining of, when you believe it happened, and how best you can be contacted.

4. INITIAL STEPS

Step 1: Acknowledgment
We will acknowledge receipt of a complaint within 30 days of receiving it. We will then carry out the steps below.
Step 2: Further information
Before we address your complaint, we may ask you for additional information, including to verify your identity or to clarify the scope of the complaint.
If you are complaining on behalf of another person, we may require evidence, such as a power of attorney or signed letter of authority, indicating that you are authorised to act on that person’s behalf.
Step 3: Investigation
We will take reasonable and proportionate steps necessary to investigate complaints fairly and in a timely manner. It may take us longer to investigate and resolve complaints that are complex or particularly serious.

5. OUTCOME
We will communicate the outcome of the complaint without undue delay. We will endeavour to do so within 30 days of the date of acknowledgement of receipt of your complaint (or within 30 days of your provision of further information, if applicable).
If we believe that we may be unable to respond within that timeframe, we will let you know (and will provide a revised timeframe).
If your complaint is upheld, we will ensure that necessary steps are taken as a result.
Our decision regarding your complaint will be final.
If you are unsatisfied with the outcome of the complaint, you have the right to complain to the ICO and/or to take any legal action you believe is necessary. This policy does not alter your legal rights.
6. RECORD KEEPING
We will keep appropriate records about your complaint for compliance, audit, monitoring and training purposes, and to enable consistent handling and to support best practice.
We will not retain personal data relating to complaints for longer than is necessary.

 

APPENDIX: COMPLAINTS FORM

You are entitled (but not obliged) to use the following form for your complaint.

Data Protection Complaint Form

Your name:

Your email address (or postal address, if preferred):

Are you aged 18 or over?

Is the complaint made on behalf of someone else?

If yes, please let us know who. We may need proof of authority.

Nature of your complaint:

Please set out in reasonable detail.

When did the issue you are complaining of take place?

Give an approximate date (or range) if necessary. If you don't know, please say "Don't know".

Date of this complaint.