Complaints Procedure

We are committed to protecting and respecting your personal data. This procedure explains how you can raise a complaint if you believe your personal data has been mishandled or processed in a way that does not comply with applicable data protection laws.

1. Raising a Concern

If you have any concerns about how we collect, use, store, or share your personal data, we encourage you to contact us in the first instance so that we can investigate and resolve the issue promptly.

When submitting a complaint, please include:

  • Your name and contact details
  • A clear description of your concern or complaint
  • Any relevant information or correspondence that may help us investigate
  • Details of the outcome you are seeking

Complaints can be submitted by email or in writing using the contact details provided on our website.

2. Acknowledgement of Your Complaint

We will acknowledge receipt of your complaint within five working days and confirm that it is being reviewed.

3. Investigation Process

Once your complaint has been received, we will:

  • Review the circumstances surrounding your concern
  • Assess whether personal data has been handled in accordance with data protection legislation
  • Liaise with relevant internal departments where necessary
  • Request additional information from you if required to assist with the investigation

4. Response Time

We aim to provide a full response within 30 days of receiving your complaint. If the matter is complex and requires additional time, we will inform you and provide an updated timeframe.

5. Resolution

Where a complaint is upheld, we will take appropriate action to address the issue. This may include:

  • Correcting inaccurate personal data
  • Deleting personal data where appropriate
  • Improving internal procedures and safeguards
  • Providing additional staff training where necessary

6. Escalating Your Complaint

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection matters.
You can contact the ICO using the details below:

Website: https://ico.org.uk
Telephone: 0303 123 1113

7. Record Keeping

We maintain a record of all data protection complaints and the actions taken to resolve them as part of our ongoing commitment to compliance and continuous improvement.