Planday is committed to delivering a fair, open, and clear process for complaints.
Planday’s complaints handling process should be used if you have a complaint about Planday. Please note that this does not apply to product feature requests or issues, which are managed by our Support and Product teams.
Planday responds to all complaints and issues, no matter how they are raised or what they refer to. Some issues and complaints can be resolved immediately by our Support Team, while other issues must be escalated to our Management Team. Any data processing related complaints, data protection infringes, or data breaches are immediately escalated to our Data Protection Officer.
How do I file a complaint?
If you have a complaint about Planday’s service or data processing, please contact our support team.
If your complaint is related to data processing, data protection infringes, or data breaches, please also contact our support team, address the support request to Planday’s Data Protection Officer, Stephen Lucas, citing data processing, and we will ensure that he receives it.
Once this step has been completed, we will:
1) Create a customer support case.
2) Send an acknowledgment to you regarding your complaint, and provide a timeline for addressing it.
3) If the issue was escalated, Planday will then internally investigate the issue, and work with you to resolve it.
You can also contact the Data Supervisory Authorities if Planday can't resolve the issue for you
You have the right to file a complaint with the supervisory authority if you think the processing of personal data infringes on your rights as covered in the General Data Protection Regulation (GDPR), or where Planday has breached data protection law.
Please contact Planday firstly to resolve the issue; if you are unhappy with the outcome of the investigation, then you should contact the relevant supervisory authority:
- UK-based Information Commissioner’s Office via their Contact Us page.
- Denmark-based Datatilsynets via their Contact Us page.
The supervisory authority with which the complaint has been filed is responsible for informing you of the progress and outcome of the complaint, including the possibility of a judicial remedy where the supervisory authority does not handle a complaint or does not inform the data subject within three months on the progress or outcome of the complaint filed.