How to complain

Version 1.0, effective 1 November 2026

Published by Emailmovers Limited, company 05046417, registered office 33-35 Exchange Street, Driffield YO25 6LL. ICO registration Z9714386.

This version lives at emailmovers.com/complaints/ and, once a later version replaces it, at emailmovers.com/complaints/v1/.

Tell us if something has gone wrong: with how we use your personal data, or with something you bought from us. We acknowledge every complaint within 24 hours, or by the end of the next working day if it reaches us at a weekend or on a bank holiday.

If you just want us to stop contacting you

You do not need to complain. Anyone can object to direct marketing at any time, and we will always stop.

• Use the unsubscribe link in any email from us.
• Use emailmovers.com/unsubscribe/.
• Email [email protected] or call 01723 800030.

We stop marketing to you straight away. Our suppression process removes you from all our systems by the next night, MyDataHub stops including you in counts and orders, and we tell every customer that holds your details under licence, who must stop too.

Complaints about your personal data

You can complain to us if you think we have broken data protection law in how we use your personal data. This applies whether you are a person in the business data we supply, a customer, or a visitor to our website. The Data Protection Act 2018 gives you this right.

How to complain

• Email [email protected].
• Call 01723 800030.
• Write to Emailmovers Limited, 33-35 Exchange Street, Driffield YO25 6LL.

Tell us your name, an email address or other detail we can find your record by, what happened, and what you would like us to do. You do not need to use any particular words.

What we do

1. We acknowledge your complaint within 24 hours, or by the end of the next working day if it reaches us at a weekend or on a bank holiday. The law allows up to 30 days.
2. A person looks into it, making the enquiries it needs.
3. We keep you told of our progress.
4. We tell you the outcome, and what we have done about it, without undue delay. We aim to do this within 30 days of receiving your complaint, and if we need longer we tell you why.
5. We keep a record of every complaint and what we did.

Complaints about a purchase or our service

If you bought from us and something is wrong, such as an order, the data you received, a charge or the way we dealt with you:

• email [email protected];
• or call 01723 800030.

Give us your order number if you have one. We acknowledge your complaint within the same time, and tell you what we will do.

If more than 10 percent of the email addresses in an order hard bounce, our warranty replaces the hard-bounced records above that 10 percent, or restores a credit for each one we cannot replace. Tell us in writing within 30 days of delivery, with a bounce report or an export from your sending system. Our Terms of Sale at emailmovers.com/terms-of-sale/ set out the warranty in full.

If you are not happy with our answer, ask for your complaint to be reviewed by a director who was not involved in our first answer.

Going to the Information Commission

You can complain about how we have used your personal data to the Information Commission (the ICO), the UK regulator for data protection, at ico.org.uk.

Who we are

Emailmovers Limited, company 05046417, registered office 33-35 Exchange Street, Driffield YO25 6LL. Registered with the Information Commission as Z9714386.