How to stop receiving letters

Opt-out handling process (DRAFT, awaiting Dan's approval)

Status: DRAFT v1 (2026-08-05). Ticket D6. This is the operational

runbook for honouring objections. Dan approves the commitments

(especially the 10-working-day SLA) before the first real letter.

Commitments

1. Every letter carries: "To stop letters like this, contact

[privacy@DOMAIN] or [ADDRESS] quoting reference {application

reference}." (Template footer — enforced as part of D4's send

pipeline, not left to client template text.)

2. An objection is honoured within 10 working days of receipt, and

applies across all Kestrel clients — one request stops

everything sent through the platform.

3. No proof or reason is ever required. "Stop writing to me" is enough.

Intake channels

• Email to [privacy@DOMAIN] (monitored by Dan; auto-acknowledge later).
• Post to [POSTAL ADDRESS].
• A phone call or any informal message that identifies the address is

treated identically — the channel doesn't matter, the request does.

Handling steps (operator runbook)

1. Identify the site address/postcode (and name, if given) from the

request or the quoted application reference.

2. Add a suppression entry in the platform admin

(/admin/letters/suppressionentry/): postcode (required), address

line and name (as available), source = how the request arrived,

note = free text. The entry takes effect immediately: suppressed

applicants are excluded from every future send by

letters.suppression.sendable() — D4 builds its send pipeline on

exactly this function, and every send re-checks at dispatch time.

3. Reply confirming the stop (email template below), unless the

request was anonymous post with no return route.

4. If the person also asks for erasure (beyond stopping letters),

handle under the privacy notice's rights section: remove their

name/address from the applicant records within one month, keeping

only the suppression entry.

5. Log nothing beyond the entry itself — the suppression record IS the

audit trail (created_at, created_by are stored).

Confirmation reply template

Thank you for getting in touch. We've added your address to our

suppression list, which stops letters from every business that uses

our service — you won't hear from us again. If you'd also like the

underlying records removed, reply to this message and we'll erase

them within a month.

Escalation

Complaints that go beyond an opt-out (ICO threats, distress, repeated

contact claims) go to Dan the same day. If a suppressed address ever

receives another letter, that is a sev-1 product failure: find the

gap, fix it, write it up in the build diary.