Data Protection Complaints Policy
LAST UPDATED: 19 JUNE 2026
We are committed to providing a high-quality service, in accordance with data protection law.
At all times, we seek to comply with data protection principles by ensuring we:
• Process personal data lawfully, fairly and in a transparent way.
• Collect personal data for specific and legitimate purposes and do not process personal data in a way that is incompatible with those purposes.
• Collect and use adequate, relevant and minimal personal data.
• Take reasonable steps to make sure personal data is accurate and kept up to date.
• Do not keep personal data longer than necessary.
• Implement appropriate security measures.
We acknowledge that we may not always get things right, so if something has gone wrong, we need you to tell us. This will help us to improve our standards of service and data protection controls.
1. HOW TO MAKE A COMPLAINT
A Data Protection complaint is an expression of dissatisfaction (whether justified or not) about how we have handled your personal data or any of your data protection rights.
The table below shows the different ways you can contact us to make a complaint.
|
Address |
Information Commissioner’s Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF |
|
Helpline number |
0303 123 1113 |
You do not have to use a specific form or process to raise a data protection complaint.
Any personal data provided to us as part of your complaint will be handled in accordance with our Privacy Notice.
2. ACKNOWLEDGING AND VERIFYING YOUR COMPLAINT
We will acknowledge your complaint within 30 days of receiving it.
We will take reasonable steps to verify the identity of the person making the complaint. This may involve requesting further information or documentation from you. If the complaint is made on behalf of someone else, we will also need to check that the person making the complaint is properly authorised to do so.
If, having requested additional information, we are not in a position to identify the person making the complaint or we are not satisfied that they have proper authority to make the complaint, we may be unable to deal with it.
3. INVESTIGATING YOUR COMPLAINT
We will investigate your complaint. This will usually involve:
• Reviewing your complaint.
• Locating and reviewing the records we hold about you.
• Establishing the relevant facts.
• Any other steps we deem necessary to understand and respond to your complaint.
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We will update you on the progress of your complaint at appropriate times.
4. NOTIFYING YOU OF OUR INVESTIGATION
We will inform you of the outcome of the complaint without undue delay.
We will explain clearly what we've done to resolve your complaint and, where appropriate, any action we have taken as a result.
We keep a record of every data protection complaint we receive, including the date we received it, what it was about, and how it was resolved. We do this so we can demonstrate that we are handling complaints properly and to help us identify and fix any recurring issues.
We will not keep this information for longer than 3 years.
5. WHAT TO DO IF WE CANNOT RESOLVE YOUR COMPLAINT
If you are unhappy with the outcome of your complaint, you can complain to the Information Commissioner’s Office (ICO) or you can seek to take action in the courts.
The ICO’s contact details are:
Address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
More details on how to complain to the ICO are available on the Complaints page of the ICO’s website.
You should usually submit your complaint to the ICO within three months of your last contact with within three months of your last contact with us.