We understand the importance of protecting personal data and we are committed to complying with data protection legislation. We will always do our utmost to protect your data, but we accept that sometimes unintentional errors can occur.

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The following procedure outlines how we handle complaints relating specifically to Data Protection and GDPR matters. It also highlights the statutory requirements introduced by the Data (Use and Access) Act 2025 and reforms to the UK General Data Protection Regulations which became effective from June 2026.

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The procedure applies to complaints concerning:

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• The collection of Data

• Use of Data

• How Data is Stored

• Security-e.g. a data breach

• Processing of Data (Including Disclosures)
   

How is a data protection complaint different?
A Data Protection complaint only relates to your personal data. A complaint is any expression of dissatisfaction about how your personal data has been handled.

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A Complaint may be made about:

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• A Personal Data Breach which has affected you

• How a Data Subject Access Request has been handled

• The accuracy of the data we hold about you

• How your personal data has been used, shared and/or disclosed

• The length of time we have retained your personal data

• The security measures in place to protect your personal data

• Marketing

• Profiling automated decision making

• Other matters relating to/affecting your Personal Data
   

How to make a Data Protection Complaint
You may raise a data protection complaint in any which way you wish. You may choose to make your complaint in writing, by email, by telephone or in person. You do not need to use a specific form, but we ask that you provide as much information as possible.
 

A complaint may be raised with any member of staff. All members of staff are trained to recognise and escalate a Data Protection complaint.
 

Once we have verified the complaint is a data protection complaint the matter will be referred to our Compliance and Standards officer, Amy Walker.
 

Acknowledgement of your complaint
Amy Walker, our company compliance and standards officer, will acknowledge receipt of your data protection complaint within 30 calendar days of receiving it.
 

If you have not already received a copy, you will be provided with a copy of this procedure.
 

Investigating your Complaint
We will investigate your complaint thoroughly and in a timely manner. As part of our investigation, we may:
 

• Review relevant records

• Review your personal data

• Make internal enquiries
   

Our Response
We will provide you with a written response to your complaint setting out:
 

• Our findings;

• Our position in relation to the issues raised

• Any remedial steps we propose to take, if any.
   

We aim to provide our response in a timely manner and in accordance with guidance from the Information Commissioner’s Office (ICO). We will respond within three months of receiving your complaint, although we will endeavour to respond and resolve matters sooner if possible.
 

If additional time is needed due to the complexity of your complaint, we will explain this to you and keep you informed.
 

If You Remain Dissatisfied
Our hope is that we can fully resolve matters but if you remain dissatisfied with our response, you have the right to complain to the Information Commissioner’s Office (ICO).
 

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 0303 123 1113

Website: www.ico.org.uk
 

You are encouraged to raise your complaint with us first so that we can resolve the matter directly and in a timely manner.
 

Changes to Timescales
If for any reason we need to change any of the timescales set out in this procedure, we will notify you and explain the reasons for the change.