Compliance

InSecret is committed to operating to a high standard of professionalism, lawfulness, and accountability. This page sets out how we handle complaints, the ethical standards we hold ourselves to, and our approach to data compliance.

Complaints Handling Policy

If you're unhappy with any aspect of our service, we want to know about it and put it right wherever we can.

• Complaints can be raised by phone, email, or in writing using the details on our Contact page.
• We aim to acknowledge every complaint within 2 working days.
• We aim to fully investigate and respond with an outcome within 14 working days. If a complaint is more complex, we'll let you know a realistic timeframe.
• If you're not satisfied with how a complaint has been handled, you're welcome to ask for it to be reviewed again.

Code of Business Ethics and Conduct

Every investigation we carry out is held to the following standards:

• Lawfulness: we operate strictly within UK law at all times, and will not undertake any instruction that would require unlawful activity.
• Confidentiality: client information is handled on a strict need-to-know basis and never disclosed without consent, except where required by law.
• Honesty: we give clients realistic, honest expectations rather than promising outcomes we can't guarantee.
• Professionalism: all work is carried out discreetly, respectfully, and without harassment or intimidation of any party.
• Fair treatment: we treat every client and every individual we encounter during an investigation fairly and without discrimination.

Data Compliance

We handle all personal data in line with UK GDPR and the Data Protection Act 2018. Full detail on how we collect, use, and protect personal data is set out in our Privacy Policy.

Regulatory Complaints

If you feel a data protection concern hasn't been resolved satisfactorily, you have the right to raise it with the UK's data protection regulator, the Information Commissioner's Office (ICO), at ico.org.uk.