Data Protection Complaints Policy
LAST UPDATED: 16th SEPTEMBER 2026
We are committed to providing a high-quality service, in accordance with data protection law.
At all times, we seek to comply with data protection principles by ensuring we:
• Process personal data lawfully, fairly and in a transparent way.
• Collect personal data for specific and legitimate purposes and do not process personal data in a way that is incompatible with those purposes.
• Collect and use adequate, relevant and minimal personal data.
• Take reasonable steps to make sure personal data is accurate and kept up to date.
• Do not keep personal data longer than necessary.
• Implement appropriate security measures.
We acknowledge that we may not always get things right, so if something has gone wrong, we need you to tell us. This will help us to improve our standards of service and data protection controls.
1. HOW TO MAKE A COMPLAINT
A Data Protection complaint is an expression of dissatisfaction (whether justified or not) about how we have handled your personal data or any of your data protection rights.
You can make a complaint to us directly using the contact details below.
If you are a US resident, please raise your complaint with us first so that we have the opportunity to resolve it.
Email: concierge@drakes.com
Post: Drake's, Data Protection Team, No. 9 Savile Row, London, W1S 3PF, United Kingdom
You do not have to use a specific form or process to raise a data protection complaint.
Any personal data provided to us as part of your complaint will be handled in accordance with our Privacy Notice.
2. ACKNOWLEDGING AND VERIFYING YOUR COMPLAINT
We will acknowledge your complaint promptly and, for US residents exercising privacy rights under state law, will respond to your complaint or request in writing within 45 days of receipt, which we may extend by a further 45 days where reasonably necessary and permitted by law, after informing you of the extension.
We will take reasonable steps to verify the identity of the person making the complaint. This may involve requesting further information or documentation from you. If the complaint is made on behalf of someone else, we will also need to check that the person making the complaint is properly authorised to do so.
If, having requested additional information, we are not in a position to identify the person making the complaint or we are not satisfied that they have proper authority to make the complaint, we may be unable to deal with it.
3. INVESTIGATING YOUR COMPLAINT
We will investigate your complaint. This will usually involve:
• Reviewing your complaint.
• Locating and reviewing the records we hold about you.
• Establishing the relevant facts.
• Any other steps we deem necessary to understand and respond to your complaint.
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We will update you on the progress of your complaint at appropriate times.
4. NOTIFYING YOU OF OUR INVESTIGATION
We will inform you of the outcome of the complaint without undue delay.
We will explain clearly what we've done to resolve your complaint and, where appropriate, any action we have taken as a result.
We keep a record of every data protection complaint we receive, including the date we received it, what it was about, and how it was resolved. We do this so we can demonstrate that we are handling complaints properly and to help us identify and fix any recurring issues.
We will not keep this information for longer than 3 years.
5. WHAT TO DO IF WE CANNOT RESOLVE YOUR COMPLAINT
If you are a US resident and you are unhappy with the outcome of your complaint, or we decline to act on a privacy-rights request, you may appeal our decision. To appeal, contact us at concierge@drakes.com within a reasonable time, stating that you are submitting an appeal and describing the decision you are asking us to reconsider. We will respond to your appeal in writing within 60 days of receipt, explaining the reasons for our decision. If we need more time, we will tell you.
If your appeal is denied, and depending on your state of residence, you may contact the following authorities to submit a complaint:
• California: the California Privacy Protection Agency (cppa.ca.gov) or the Office of the Attorney General, California Department of Justice (oag.ca.gov/contact/consumer-complaint-against-business-or-company).
• Texas: the Office of the Texas Attorney General, Consumer Protection Division (texasattorneygeneral.gov), which enforces the Texas Data Privacy and Security Act.
• Other US states with a comprehensive consumer privacy law: the Office of the Attorney General for your state of residence.
New York does not currently have a comprehensive consumer privacy law creating a right of appeal to a state regulator. New York residents with a general consumer concern may nonetheless contact the Office of the New York State Attorney General, Bureau of Internet and Technology (ag.ny.gov/complaints).
If you are a resident of the United Kingdom or the European Union, you may instead complain to the Information Commissioner's Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF (helpline 0303 123 1113; ico.org.uk), usually within three months of your last contact with us, or seek to take action in the courts.