A process you want looked at
Describe what happens now. See the note further down this page for the five things that make a first reply useful rather than a request for more information.
Contact
One address, read by the person who does the work.
Enquiries go straight to an address a person reads, and the reply comes from whoever does the work rather than from somebody passing the message on.
Routes
Three reasons to write, one address.
The same inbox handles all three. The subject lines below are suggestions that make sorting faster, not requirements.
A data protection request
A copy of what is held, a correction, an erasure, a freeze, a portable file or an objection, all under the UK GDPR. The statutory clock runs for a month from the day a request lands, and identity is checked first where there is any real doubt about who is asking.
A legal or formal notice
Service of a notice by email is accepted at this address. Post is accepted at the registered office, which is given in the next section.
What to expect
How this address is answered.
[email protected]
Read on working days. Every enquiry gets an answer inside two working days, and an answer of no arrives just as quickly as any other.
Post
The registered office recorded against company number 16938315 at Companies House, which is the address with legal effect for service of a document.
Telephone
Not published. A call can be arranged by email once there is something to talk about.
Contact form
Not used. A form would only stand between you and the person who reads the message, and the record of what you wrote would sit on this side rather than yours. Every button here hands the address straight to your own mail application.
Sales calls
Not made. Writing to this address does not add anyone to a list. Nobody will telephone. If a reply is not wanted, say so and the thread ends there.
Data protection timing
The statutory clock on a UK GDPR request runs for one month, which a genuinely complex request can stretch by two more. Where that stretch is taken, you are told inside the first month that it is being taken and why.
Writing the first email
Five things that make a first reply useful.
None of this needs to be tidy. A rough description of a real process beats a polished description of an intention.
1. The process, in the order it happens
Start where the work arrives and finish where it stops being anyone's problem. Who receives it, what they do next, where they put the result. Two paragraphs is plenty.
2. The systems involved, by name
The actual products, as they are billed. Naming them is what allows a first reply to say whether the handoff is straightforward, awkward or not possible with the plan currently held.
3. How often it happens, and who does it
Daily, weekly, forty times a month, or seasonally. A role is enough, and no individual needs to be named.
4. What goes wrong now
The failure that prompted the email. Something arrives late, something is entered twice, something is only noticed when a client complains. This is usually the most useful sentence in the message.
5. Constraints already known
A budget ceiling, a date, a system that is being replaced next year, an internal rule about where data may be held. Constraints stated early prevent a proposal that was never going to be acceptable.
What happens to the email
It is read by a person. If the work is a fit, the reply proposes a fixed price for the scope stage. If it is not, the reply says so and, where possible, says where else to look. Enquiry correspondence is kept while there is an active discussion and, if nothing comes of it, for no longer than twelve months, as set out in the retention table.
Please do not send
Credentials, passwords, API keys or personal data about anybody else. Nothing in a first email needs them, and an enquiry inbox is the wrong place for them. If a discussion reaches the point where access is needed, access is arranged in the client's own systems under a written agreement.
Point us at the system you want automated.
Describe the process in your own words, and we will tell you whether it is worth automating, including when the answer is that it is not.
Every enquiry gets an answer inside two working days, from the person who does the work.