Contact us
There's a person at this end. If something isn't working, if you'd like to know what we hold about you, or if you're unhappy with how we've handled something, write to us and we'll answer.
How to reach us
Email is the best way, and it's the only one we'd like you to rely on — a letter that sits in a postbox helps nobody.
Email: replace-me@lonelyno.example
What to expect
- We aim to reply within five working days. If your question needs looking into, we'll say so rather than go quiet on you.
- Write in your own words. You don't need to quote a policy, use any particular phrase, or explain yourself.
- We'll never ask you for a password, a card number, or the whole of your date of birth. If a message claiming to be from us asks for those, it isn't from us.
Your data, and how to ask about it
LonelyNo is the data controller for the information we hold about you, and you have the right to see a copy of it, correct it, delete it, restrict how it's used, take it elsewhere, or object to it being used at all.
Write to the same address and say what you'd like — it helps if you put "data protection" in the subject line, so it reaches the right place quickly. We'll reply within one month, which is the time the law allows us. If a request is complicated, we may take longer, but we'll tell you before that month is up and explain why.
This costs you nothing, and asking doesn't affect your account in any way.
You can also delete everything we hold without writing to anyone, and without an account. Delete my data
If we get it wrong
Please tell us first, so we have a chance to put it right. But you never have to go through us. You can complain directly to the Information Commissioner's Office, the UK's independent regulator for data protection, at any point — including while we're still looking into it.
The ICO's website explains how to raise a concern, and their helpline number is on it. Complaining to them is free.
One thing this address isn't
It isn't a crisis line, and it isn't staffed overnight. If life feels unbearable, please call Samaritans on 116 123 — any time, day or night, free from any phone.