How to complain

Last updated: 3 November 2026

We want to know when something has gone wrong, so we can put it right.

Making a complaint

Email support@autodots.ai with "complaint" in the subject. If it is about your personal information, say so. Please tell us your name and the email address on your ELLA account (if you have one), what happened and when, and what you would like us to do. You don't have to use any particular words or form. If you are signed in, you can also use "Make a complaint" in Settings. Someone else, such as a parent, carer, advocate or teacher, can complain for you. If email is hard for you, tell us how you would like to be contacted, and we will make reasonable adjustments.

What happens next

We acknowledge your complaint within 5 working days. Someone who wasn't involved in the original issue looks into it without undue delay, and updates you at least every 14 days while it is open. We aim to tell you the outcome within 30 days: what we found, what we have done or will do, and your options. If it will take longer, we tell you why and when to expect it.

If you aren't happy with the outcome, you can ask a director of AutoDots to review it, and we reply within 20 working days of your request.

If you are still unhappy

About your personal information, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint, on 0303 123 1113, or by post to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. The ICO usually expects you to come to us first, but you can go to it at any time.

About anything else, such as a faulty result, we aren't a member of an alternative dispute resolution scheme at present. You can get advice from Citizens Advice (consumer helpline 0808 223 1133) and, if needed, go to court. This doesn't affect your legal rights.