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Data Protection Complaints Procedure

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1. Your Right to Complain

Dealing with complaints effectively and efficiently is a core element of our commitment to service excellence and improvement. If you believe we have mishandled your personal information or not met our data protection obligations, you have the right to raise a complaint. We take all concerns seriously and will work to resolve them promptly and fairly.

 

2. How to Make a Complaint

You can raise a data protection complaint by contacting us in any of the following ways:

Please include:

  • Your name and contact details
  • A clear description of your concern. You should clearly state what the issues or concerns are that you would like us to address and specify what resolution you are seeking.
  • Any relevant dates or supporting information

If you need help making your complaint, we can help you by recording details of the complaint on your behalf if necessary.

3. What Happens Next

Once we receive your complaint:

  • We will acknowledge it within 5 working days
  • We will investigate the issue thoroughly and fairly. Arrangements will be put in place to ensure the process is robust and impartial.
  • We may contact you for further information if needed
  • We aim to provide a full response within 20 working days.

If the matter is complex, unclear and/or multiple issues have been raised this may take longer to investigate. If we cannot issue a response within 20 working days, we will provide regular updates and a target date by which we aim to issue the response.

4. Communicating the Outcome

We will respond to your complaint in writing (by email or post, depending on your preference). Our response will explain:

  • What we found during our investigation
  • Any actions we’ve taken or plan to take
  • Your options if you’re not satisfied with our response

5. External complaint review

If you remain dissatisfied following our internal complaint resolution process, you have the right to complain to the Information Commissioner’s Office (ICO). You can contact the ICO

Online: For the public | ICO, or by Telephone: 0303 123 1113