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Complaints Process

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Planday’s complaint handling policy and procedure has been created to address any complaints from admins or end users of Planday accounts, and complies with Data Privacy regulations.

Planday is committed to delivering a fair, open, and clear process for complaints. We provide thorough staff training in how to handle complaint situations in a face-to-face, written, or via phone.

Planday responds to all complaints and issues, no matter how they are raised or what they refer to. Some issues and complaints can be resolved immediately by our Support Team, while other issues must be escalated to our Management Team. Any data processing related complaints, data protection infringes or data breaches are immediately escalated to our Data Protection Officer.

How do I file a complaint?

If you have a complaint about Planday’s product or service, please contact us by emailing [email protected].

If the complaint is related to data processing, data protection infringes, or data breaches, please address the email to Planday’s DPO (Pete Marshall), and clearly state your complaint is about data processing.

After you complete that step, we will 1) create a customer support case, 2) send through an acknowledgement of your complaint and a timeline for addressing it, and 3) if the issue was escalated.

Planday will then internally investigate the issue, and work with you to resolve it.

Your right to file a data processing complaint with the supervisory authorities

You have the right to file a complaint with the supervisory authority if you think the processing of personal data infringes on your rights as covered in the General Data Protection Regulation (GDPR), or where Planday has breached data protection law.

Please contact Planday firstly to resolve the issue; if you are unhappy with the outcome of the investigation, then you can contact the relevant supervisory authority:

UK-based Information Commissioner’s Office via their Contact Us page
Denmark-based Datatilsynets via their Contact Us page

The supervisory authority with which the complaint has been filed is responsible for informing you of the progress and outcome of the complaint, including the possibility of a judicial remedy where the supervisory authority does not handle a complaint or does not inform the data subject within three months on the progress or outcome of the complaint filed.

 

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