Last updated: July 2026 · EverydAI, London, United Kingdom
If something has gone wrong, we want to know, and we want to fix it. This procedure covers complaints about our service and complaints about how we have handled personal data, including complaints under section 164A of the Data Protection Act 2018. Using it never affects your legal rights, and it is free.
1. How to complain
Email marcel@theeverydai.com with "Complaint" in the subject line, or raise it on any scheduled call and ask for it to be treated as a formal complaint. Tell us what happened, when, and what outcome you are looking for. If the complaint is about personal data, say so, and it will be handled under the data protection track in section 4.
2. What happens next
We acknowledge every complaint in writing within 3 working days, with a named person handling it. We investigate and give you a full written response within 15 working days. If the investigation genuinely needs longer, we tell you why and give you a new date, never more than 30 working days from your complaint. The response tells you what we found, what we are doing about it, and what to do if you disagree.
3. Putting things right
Where we got it wrong, we say so, fix it, and where the fix changes a System, the change ships with a note naming the issue that caused it. Where a complaint reveals a pattern, the fix goes into how we build for every client, not just the one who raised it.
4. Data protection complaints
Complaints about how personal data has been handled are logged separately, acknowledged within 3 working days, and answered within 30 calendar days, in line with section 164A of the Data Protection Act 2018. We tell you the outcome of the complaint and the steps taken. Where we act as a processor for one of our clients, we will also tell the client controller, because the obligation to respond may be theirs, and we will help them meet it.
5. If you are not satisfied
Ask for the response to be reviewed and we will take a fresh look, concluded within 10 further working days. For data protection matters you can also complain at any time to the Information Commissioner's Office: ico.org.uk/make-a-complaint, 0303 123 1113, or Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. You do not need to finish our procedure before going to the ICO, though we would welcome the chance to put things right first. For service matters, nothing in this procedure limits your right to pursue the dispute resolution route in our terms of service.
6. Records
We keep a log of every complaint, its outcome and the changes made, retained for 6 years. The log is reviewed regularly so that repeated themes get fixed at the root.