Complaints about how we handle personal data
If you think Smart City Operating System Limited ("scOS") has handled your personal data in a way that breaches data-protection law, you have the right to complain to us, and we must make that easy. You do not need to be a customer. This includes anyone who may have been recorded by a camera connected to an scOS system, for example a visitor, neighbour, courier, nanny, cleaner, or someone who works at a business premises we protect.
This page is how we meet section 164A of the Data Protection Act 2018.
Who we are. Smart City Operating System Limited, company number 13569571. ICO registration ZB346678. We have not appointed a Data Protection Officer. The sole director, Flynn Robinson, is the controller's representative.
- Registered office (legal identity): 71 Manor Road, Caddington, Luton, LU1 4EE
- Correspondence / mailing: 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB
- Use the correspondence address for postal complaints.
Related notices: Website Privacy Policy · Service Privacy Policy · App Privacy Policy
How to complain (choose any)
- This page: complete the form below.
- Other electronic and telephone contact: Contact Us.
- Post: Smart City Operating System Limited, 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB.
If you need help using the form, use Contact Us.
What happens next
- We will acknowledge your complaint within 30 days of receiving it (we aim for 5 working days), as required by section 164A of the Data Protection Act 2018.
- We will investigate and take appropriate steps to respond to you without undue delay, making enquiries into your complaint where appropriate and keeping you informed of progress, and we will tell you the outcome and anything we have done to put things right.
- If your complaint concerns an AI classification of you or your behaviour (for example an alert generated about you, or an automated voice announcement directed at you at a monitored property), a human will review the disputed classification. We aim to complete that review within 14 days. If the same kind of disputed announcement is likely to happen again for the same person or situation (for example a worker regularly on site or a neighbour), we will pause that situation while we review, unless we have a compelling reason not to (for example an active incident). We will tell you what we decided. A complaint does not switch voice announcements off for the whole property. Only the account holder can ask us to do that. You can also exercise your rights of access, objection, rectification and erasure. See the Service Privacy Policy.
- A request to delete data is not automatic. We do not have access to the property operator's recordings or event footage. Those stay with our customer, who must deal with any request to keep or delete them. We process the analytics (alerts and classifications). If we need to keep an alert or classification as evidence of an incident (for example a police matter or a legal claim), we may refuse to delete that material. We will tell you, unless telling you would itself get in the way of preventing or detecting crime. We do not refuse deletion just because our system labelled someone as suspicious.
Your right to go to the ICO
You can complain to the Information Commissioner's Office at any time, before, during or after complaining to us, at https://ico.org.uk/make-a-complaint/ or on 0303 123 1113. Complaining to us first is not a precondition. scOS is registered with the ICO as a fee-paying data controller, registration ZB346678.