About Kelkoo

1. Service-related complaints (Kelkoo services)

We always strive to provide the best possible service to consumers. If you have a complaint about the quality of our service or the way this is delivered, you may contact us by email: complaint@kelkoogroup.com.

2. Product-related complaints (not handled by Kelkoo)

Kelkoo acts solely as an intermediary between consumers and merchants. Accordingly, complaints relating to products, orders, delivery, payments or after-sales service should be addressed directly to the relevant merchant.

Complaints relating to the processing of personal data should be submitted in accordance with the Data Protection Complaint Handling Policy below.

3. Data Protection Complaint Handling Policy

Purpose

Kelkoo is committed to protecting personal data and complying with applicable data protection laws, including the UK GDPR, the Data Protection Act 2018, and the Data (Use and Access) Act 2025 (“Data Protection Law”).

This policy explains how data protection complaints may be submitted and handled. Further information about how Kelkoo processes personal data is available in our Privacy Policy.

Scope

This policy applies to complaints relating to:

• collection, use, sharing, retention or security of personal data;
• responses to data subject requests;
• tracking or marketing activities; or
• any alleged breach of Data Protection Law.

How to contact us

All data protection complaints should be submitted using one of the following channels:

Email: dataprotection@kelkoogroup.com

Post:

What you should include

To help us investigate your complaint, please provide:

• your name and contact details (or, where applicable, the organisation you represent and relevant contact details);
• description of the issue;
• the outcome you are seeking (if any).

We may request proof of identity where necessary to protect personal data and ensure we are dealing with the correct individual or authorised representative before investigating a complaint.

How we handle complaints

We will:

• acknowledge receipt of your complaint without undue delay;
• log and assign your complaint for investigation;
• review relevant systems, records and processes; and
• involve relevant internal teams where appropriate.

We aim to handle all complaints in a timely and proportionate manner and will keep you informed if further time is required.

We will inform you of the outcome of our investigation in a written response, including our findings, any actions taken and your further rights if you remain dissatisfied.

Escalation

If you are not satisfied with our response, you may request an internal review of our decision by another senior team member. We aim to complete any such review without undue delay.

You have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO), the UK’s independent data protection regulator: https://ico.org.uk/make-a-complaint/.

Confidentiality and records

Complaints are handled confidentially and shared only with those who need access to investigate or resolve the matter.

We retain complaint records in accordance with applicable legal and regulatory obligations.

Changes to this Policy

Any changes we may make to our Data Protection Complaint Handling Policy in the future will be posted on this page. This policy was last updated on 26 May 2026.