Data Protection Complaints Procedure

Purpose

This procedure explains how to make a complaint about how Luca Health Ltd ("Luca Health") handles personal data, and how we deal with such complaints. We maintain this procedure in line with our obligations as a data controller under UK data protection law.

How to make a complaint

If you have a concern about how we have handled your personal data (or that of your child), please contact us at privacy@luca.health, or by post to Luca Health Ltd, Missionworks, 41 Iffley Road, London W6 0PB. Please tell us your name, how to contact you, and what your complaint is about, so that we can look into it properly.

How we handle your complaint

• We will acknowledge your complaint within 5 working days of receiving it.
• We will investigate and provide a substantive response within one month. If your complaint is complex, we may extend this by up to a further two months; we will tell you if we need to do so, and why.
• Complaints are handled by our data protection contact. Where appropriate, we may ask you for further information to help us investigate.
• We will tell you the outcome in writing, including any action we have taken.

Escalating your complaint

You can complain to the Information Commissioner’s Office (ICO) at any time, whether or not you have raised the matter with us first. You can contact the ICO at ico.org.uk, by telephone on 0303 123 1113, or by post to the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. We would, however, welcome the chance to resolve your concern directly first.

Our records

We keep a record of data protection complaints and how they were resolved, so that we can monitor and improve how we handle personal data.

Version

This procedure is dated June 2026 (Version 1.0).