Complaints Policy
Last updated: 13 March 2026
1. Our commitment
Pop Hasta Labs Ltd is committed to providing a high-quality service. If something goes wrong, we want to know about it so we can put it right and improve our service for everyone.
We treat all complaints seriously, fairly, and confidentially. We aim to resolve complaints as quickly as possible.
2. What you can complain about
You can make a complaint about any aspect of our service, including:
- The quality or reliability of the Other Me platform
- How your personal data has been handled
- Billing or payment issues
- Customer service you have received
- How we have responded to a previous request or issue
- Accessibility of our services
- Any other aspect of your experience with Pop Hasta Labs
3. How to make a complaint
You can contact us through any of the following channels:
- Email: complaints@pophastalabs.com
- Post: Complaints Team, Pop Hasta Labs Ltd, United Kingdom
When making a complaint, please include:
- Your name and email address (so we can respond)
- A clear description of the issue
- When the issue happened
- What outcome you would like
- Any relevant screenshots, reference numbers, or supporting information
4. Our complaints process
Step 1: Acknowledgement
We will acknowledge your complaint within 2 working days of receiving it. You will receive a confirmation email with a reference number.
Step 2: Investigation
We will investigate your complaint thoroughly. This may involve reviewing system logs, speaking with relevant team members, and examining any evidence you have provided. We aim to complete our investigation within 10 working days.
Step 3: Response
We will send you a written response explaining our findings and any action we have taken or plan to take. If we need more time, we will let you know and give you an updated timeline.
Step 4: Resolution
If you are satisfied with our response, we will close the complaint. If you are not satisfied, you can escalate it (see Section 5).
5. If you are not satisfied
If you are not happy with our response, you can:
Ask for an internal review
Request that a senior member of our team reviews the complaint. We will complete this review within 10 working days and provide a final response.
Contact the ICO
If your complaint relates to how we handle your personal data, you have the right to complain to the Information Commissioner's Office (ICO):
- Website: ico.org.uk/make-a-complaint
- Phone: 0303 123 1113
- Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
We recommend contacting us first so we have the opportunity to resolve the issue directly.
Alternative Dispute Resolution
For non-data-protection complaints, you may also be able to use an alternative dispute resolution (ADR) service. We can provide more information on request.
6. Data protection complaints
If your complaint is specifically about your data protection rights under UK GDPR, such as:
- A request to access, delete, or correct your data that was not handled properly
- Concerns about a data breach affecting your personal information
- Disagreement with how we process your data
Please email privacy@pophastalabs.com with the subject line "Data Protection Complaint" so we can prioritise it accordingly. We will respond within 30 calendar days as required by UK GDPR.
7. Learning from complaints
We use complaints to improve our service. All complaints are logged, reviewed regularly, and used to identify areas where we can do better. We track trends and report findings to our leadership team.
8. Contact us
For any questions about this policy:
- Email: complaints@pophastalabs.com
- Company: Pop Hasta Labs Ltd
- Companies House Number: 16742039