Make a data protection complaint
If you think we have mishandled your personal information, or we have not done something you asked us to do with it, this is how to raise it and what happens next.
Last reviewed 26 August 2026.
Tell us first
Email office@lucro.co.uk with Data protection complaint in the subject line, or write to the Data Protection Lead, Lucro Group Limited, 167-169 Great Portland Street, London W1W 5PF. You can also call 020 3751 5680, though we will ask you to put it in writing so we have a record of exactly what you are complaining about.
You do not have to complain to us before going to the regulator. We would prefer you did, because most things are quicker to fix directly, but it is your choice.
What to include
Who you are
Your name and a contact address or email. We may need to verify your identity before we discuss personal information, and we will tell you if we do.
What happened
What you think went wrong, and roughly when. Dates and any reference numbers help, but do not delay complaining because you cannot find them.
What you want
Whether you want information corrected, deleted, restricted, or simply an explanation of what happened and why.
What we will do
Within five working days
We acknowledge your complaint in writing and tell you who is dealing with it.
Within one month
We give you a written outcome: what we found, what we have put right, and what we are doing to stop it happening again. If the complaint is complex we may extend this by up to two further months, and if we do we will tell you why before the first month is up.
Records
We keep a record of the complaint and its outcome, and we review complaints periodically to see whether something in the way we work needs changing.
If you are still not satisfied
You have the right to complain to the Information Commissioner's Office, the United Kingdom regulator for data protection. You can contact the ICO on 0303 123 1113 or through its website at ico.org.uk. You can go to the ICO at any stage, including before you have complained to us, and doing so does not affect any other legal rights you have.
A complaint about the advice we have given, rather than about your personal information, follows a different route. Our client agreement sets out how to complain about advice and when you can refer that complaint to the Financial Ombudsman Service.
Before you complain, it may help to read what we hold
The privacy notice sets out exactly what information we keep, why we keep it, and for how long.
Read the privacy notice