If something has gone wrong.

How to tell us

Write to eivan.kolchin@gmail.com. Put "complaint" somewhere in the subject line if you can, because it moves the message up the queue, but nothing turns on it and we will not reject one that does not.

It helps if you can tell us these things, though none of them is required and a complaint missing all of them is still a complaint:

• What happened, and roughly when.
• What you would like us to do about it.
• The email address you used with Kerfox, if you have an account or joined the waitlist, so we can find the right records.

Please do not send us anything sensitive that we do not need in order to look into it, and in particular do not send health information about yourself or anyone else. If you think we need something like that to understand the complaint, say so and we will tell you how to send it safely.

What we will do

We will acknowledge your complaint within 30 days of receiving it, and usually much sooner than that. The acknowledgement is a real reply from a person, not an automatic receipt.

We will then look into it without undue delay, and write to tell you the outcome: what we found, what we are doing about it, and what we are not doing and why. If it is going to take longer than we expected, we will tell you that rather than going quiet.

If we decide we got it right, we will say so plainly and explain the reasoning, and we will tell you at the same time where you can take it next. We would rather give you a clear no than a vague maybe.

If your complaint is about your personal data

Since June 2026, section 164A of the Data Protection Act 2018 gives you the right to bring a complaint about how your information has been handled directly to us, and it sets out what we owe you in return. The 30-day acknowledgement and the duty to investigate and report the outcome, described above, are that duty rather than a courtesy.

That covers things like: we hold something about you that is wrong, we have not answered a request to see or delete your information, we used your information for something you did not agree to, or you simply want to know why we have something.

Taking it to the Information Commissioner

You can complain to the Information Commissioner's Office, the UK's data protection regulator, and you can do it at any time. It is free, and you do not need our permission or a solicitor.

Since June 2026 the ICO normally expects you to have raised the matter with us first, and to have given us a reasonable period, usually around forty five days, to answer. It can decline to take a complaint further if you have not. So writing to us first is both the quicker route and the one that keeps the ICO route open to you.

• ico.org.uk/make-a-complaint
• Helpline 0303 123 1113
• Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Complaining to the ICO does not stop you going to court, and nothing on this page takes away any right you have under UK law.

If you are under 18

This page is for you too, and you do not need a parent, a teacher or anyone else to complain on your behalf. The rights over your own information are yours, not theirs, and you can use them yourself.

Write to the same address as everyone else. You do not have to explain yourself well, or know the right words, or be sure you are correct. Tell us what happened in whatever words you have, and we will work out the rest and write back in language that is actually meant to be understood.

If you would rather have an adult help you, that is completely fine too, and it changes nothing about how we handle it.

You can also complain to the ICO yourself, at any age. Their helpline number is above.

Complaints that are not about data

If a lesson is wrong, a question is marked unfairly, or a figure is labelled the wrong way round, the fastest route is the report control inside the app, which sends us the exact question and the exact state it was in. That reaches the people who can fix it directly, and a report gets a fix rather than a thank-you.

Anything else, including anything about how we have behaved rather than what the app did, comes to eivan.kolchin@gmail.com and is handled the same way as everything else on this page.