Complaints Policy

Last updated: November 21, 2020

This Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your information when You use the Service and tells You about Your privacy rights and how the law protects You.

We use Your Personal data to provide and improve the Service. By using the Service, You agree to the collection and use of information in accordance with this Privacy Policy.

Interpretation and Definitions

Interpretation and Definitions

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural. The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Interpretation and Definitions

Account means a unique account created for You to access our Service or parts of our Service.

  • Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to CPRA Group, 163 City Road, London EC1V 1NR.

  • Cookies are small files that are placed on Your computer, mobile device or any other device by a website, containing the details of Your browsing history on that website among its many uses.

  • Country refers to: United Kingdom

  • Device means any device that can access the Service such as a computer, a cellphone or a digital tablet.

  • Personal Data is any information that relates to an identified or identifiable individual.

  • Service refers to the Website.

  • Service Provider means any natural or legal person who processes the data on behalf of the Company. It refers to third-party companies or individuals employed by the Company to facilitate the Service, to provide the Service on behalf of the Company, to perform services related to the Service or to assist the Company in analyzing how the Service is used.

  • Third-party Social Media Service refers to any website or any social network website through which a User can log in or create an account to use the Service.

  • Usage Data refers to data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).

  • Website refers to CPRA Group, accessible from https://www.cpragroup.com/

  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Collecting and Using Your Personal Data

Types of Data Collected

Personal Data

You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Many concerns can be resolved directly and in the first instance please get in touch with your usual contact as they are generally able to provide you with an immediate response to your satisfaction. Alternatively, you can post a complaint to our head office or email enquiries@cpragroup.com.


CPRA Group Ltd Legal status:  A limited company registered in England & Wales  

Registered office and postal address:  163 City Road, London, EC1V 1NR

Email:  enquiries@cpragroup.com  

Telephone:  +44 (0) 20 7770 8000  

Public registers:  Details about the company registration can be viewed at www.companieshouse.gov.uk under company number 11592994

VAT number: 334097307

General terms & conditions: A service agreement accompanied by our standard terms and conditions will be provided to clients at the commencement of any services.  

Applicable law:  Unless otherwise agreed, English law, with the English Courts having exclusive jurisdiction in relation to any claim, dispute or difference concerning our services and any matters arising from them.  

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The complaints process:

  1. Where an initial complaint is made verbally the complainant is requested to send a written summary of the complaint to info@cpragroup.com. The Complaints Officer will acknowledge receipt of the written summary to the complainant within three working days of receipt and record the complaint on the central complaints log.
  2. Within five working days of receipt of the written summary, the Complaints Officer will write to the complainant summarising our understanding of the circumstances leading to the complaint. The complainant will be invited to make any comments that they may have in relation to our summary within five working days to the Complaints Officer.  
  3. Within ten working days of receipt of the written summary, the Complaints Officer will write to the complainant to advise the outcome of the investigation and to advise what actions have been, or will be taken to resolve the complaint.  
Privacy PolicyTerms & ConditionsComplaints Policy
CPRA Group Ltd is a company established in England and Wales. Our registered company number is 11592994. Our VAT registration number is 334097307.
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