CitNOW Group
Complaints Policy and Procedure

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Complaints Policy and Procedure

CitNOW Group is committed to providing a high quality service to all our customers. When something goes wrong, or is unsatisfactory, we’d really like to know about it to allow us to deal with it promptly and efficiently, ensuring we continue to provide the highest standard of service and allowing us to continuously improve.

We aim to respond to general complaints within 2 working days, if you wish to make a complaint, please use the following contact options:

If your complaint is of a sensitive nature please email feedback@citnow.com. CitNOW treats personal information with dignity and care in line with current Data Privacy legislation.

Data Protection Complaints

If your complaint relates to the collection, use, storage, or processing of personal data:

  • Complaints will be acknowledged promptly.
  • We aim to provide a full response within one month. For complex complaints, we’ll let you know of any revised timeline and explain why.
  • Outcomes and any corrective actions will be communicated clearly.
  • If you’re not happy with the outcome, you have the right to escalate the complaint to the Information Commissioner’s Office (ICO).
  • To raise a data protection complaint, or for any other data protection enquiries or to exercise your rights (like making a Data Subject Access Request), please contact DPO@citnow.com.

This policy was last updated June 2026.