Transparency Report
December 2025
December 2025
(Version 1.1)
Overview
This report provides comprehensive information regarding the GoGorilla Media and Technologies Group Ltd’s compliance activities, service performance, customer protection measures, and regulatory relationships, in line with its commitment to operational transparency.
Commitment to Transparency
GoGorilla Media and Technologies Group Ltd is committed to providing complete and accurate information about its operations to build trust, enable informed decision making, and create accountability. This commitment is fulfilled through regular, accessible reporting on performance and compliance.
Why Transparency Matters
Building Trust:
Open Communication: Transparency builds trust through honest, open communication.
Informed Decisions: Stakeholders can make better decisions with complete information.
Accountability: Transparency creates accountability for our actions and performance.
Continuous Improvement: Open feedback helps us continuously improve our services.
Our Promise:
Complete Information: We provide complete, accurate information about our operations.
Regular Reporting: We report regularly on our performance and compliance.
Easy Access: We make information easily accessible and understandable.
Honest Assessment: We're honest about both our successes and our challenges.
Why Transparency Matters
Category
What We Measure
Why It Matters
Compliance Performance
Data protection, regulatory compliance, security incidents, customer rights
Ensures we meet all legal and regulatory requirements
Service Performance
Service quality, platform performance, response times, resolution rates
Demonstrates our commitment to excellent customer service
Business Operations
Financial performance, partnerships, innovation, market impact
Shows our business health and contribution to the market
Compliance Performance Report
Data Protection Performance
UK GDPR Compliance Metrics
We track our performance in handling data subject rights requests and maintaining compliance with UK GDPR requirements.
Request Type
Q4 2024 Volume
Resolution Rate
Average Response Time
Access Requests
45 requests
100%
Within 30 days
Deletion Requests
23 requests
100%
Within 15 days
Correction Requests
12 requests
100%
Within 10 days
Portability Requests
8 requests
100%
Within 30 days
Security Performance
Security Performance
Regulatory Area
Compliance Score
Recent Activity
Data Protection (ICO)
95%
2 routine communications, all resolved satisfactorily
Advertising Standards (ASA)
98%
1 inquiry regarding advertising claims, resolved with additional evidence
Financial Services (via partners)
100%
All partner regulatory reviews completed successfully
Consumer Protection
97%
Active participation in 5 industry regulatory consultations
Service Performance Report
Processing Purposes
Customer Satisfaction
Key Metrics:
Overall Satisfaction: 94% of clients rate our service as excellent or good.
Net Promoter Score: +67 (industry average: +45).
Customer Retention: 89% customer retention rate.
Complaint Resolution: 96% of complaints resolved to customer satisfaction.
Customer Support Performance
Metric
Current Performance
Target
Status
First Response Time
4.2 hours
<6 hours
✅ Exceeding target
Resolution Time
18 hours
<24 hours
✅ Exceeding target
First Contact Resolution
78%
75%
✅ Exceeding target
Support Satisfaction
92%
90%
✅ Exceeding target
Customer Protection Measures
Complaint Resolution Performance
Q4 2024 Statistics:
Total Complaints: 47 complaints received
Resolution Rate: 96% of complaints resolved satisfactorily
Average Resolution Time: 5.2 days (target: <7 days)
Escalation Rate: 4% of complaints escalated to senior management
Complaint Category
Percentage
Resolution Approach
Service Issues
60%
Resolved through service improvements
Billing Questions
25%
Resolved through clearer billing information
Technical Issues
10%
Resolved through technical support
Policy Questions
5%
Resolved through better policy communication
Regulatory Relationships
Proactive Engagement
Regulatory Communications:
ICO Engagement: Regular communication with ICO on data protection matters.
ASA Consultation: Active participation in ASA policy consultations.
Industry Forums: Participation in 8 industry regulatory forums.
Best Practice Sharing: Contribution to 3 industry best practice guides.
Regulatory Feedback:
ICO Assessment: "Exemplary approach to data protection compliance".
ASA Review: "High standards of advertising compliance and transparency".
Industry Recognition: Recognition as "Compliance Leader" by FinTech Association.
Partner Feedback: Positive feedback from all regulated partners.
Innovation and Development
Platform Development
Innovation Area
2024 Achievements
Impact
Platform Upgrades
4 major upgrades implemented
25% improvement in platform performance
New Features
12 new features launched
Based on customer feedback
AI Integration
AI capabilities for customer insights
Better personalisation and service
Mobile Optimisation
Enhanced mobile experience
Improved accessibility and usability
Looking Forward - 2025 Commitments
Compliance Excellence
Zero Tolerance: Zero tolerance for compliance failures.
Proactive Monitoring: Enhanced proactive compliance monitoring.
Staff Development: Continued investment in staff compliance training.
System Improvements: Ongoing improvements to compliance systems.
Customer Experience
Service Enhancement: Continued enhancement of service quality.
Response Times: Target 50% improvement in response times.
Self-Service: Expansion of self-service capabilities.
Personalisation: Implementation of personalised service experiences.
Transparency Improvements
Real-Time Dashboards: Implementation of real-time transparency dashboards
Quarterly Reports: More frequent and detailed transparency reporting
Interactive Data: Interactive data visualisation for better understanding
Stakeholder Feedback: Enhanced mechanisms for stakeholder feedback
Contact Us About Transparency
Transparency Questions
Email:
transparency@gogorilla.com
Subject:
Transparency Report Question
Response Time:
Within 24 hours
Data Requests
Email:
data@gogorilla.com
For:
Requests for additional data or information
Response:
Within 48 hours
Feedback
Email:
feedback@gogorilla.com
For:
Feedback on our transparency reporting
Response:
Within 72 hours
General Information
Email:
info@gogorilla.com
Website:
www.gogorilla.com
Hours:
Monday-Friday, 9:00 AM - 6:00 PM GMT
Transparency is a journey, not a destination. We're committed to continuously improving our transparency reporting and communication to better serve all our stakeholders. Your feedback helps us get better every day.
Last Updated: November 2025
Version: 1.1
