1. Your right to complain

If you have any concerns about how we collect, use, store or handle your personal information, you have the right to make a data protection complaint to us.

We take all complaints seriously and aim to resolve them quickly,  fairly and transparently.

2. How to make a complaint

You can make a data protection complaint using any of the methods below:

You can also raise a complaint verbally (for example by phone or in person). To help us investigate your complaint, please provide:

  • Your name and contact details
  • A description of your concern
  • Any relevant dates, correspondence or reference numbers

3. What happens when you complain

Acknowledgement

We will acknowledge receipt of your complaint within 30 days. Our acknowledgement will confirm:

  • That we have received your complaint
  • Who is handling it
  • What will happen next

Investigation

We will investigate your complaint without undue delay. This may involve:

  • Reviewing relevant systems, records and data
  • Speaking with relevant staff
  • Assessing whether our policies and procedures have been followed

If we need further information from you, we will let you know.

Keeping you informed

We will keep you informed of progress where appropriate, particularly if the investigation is likely to take some time.

Outcome

Once we have completed our investigation, we will write to you to explain:

  • What we found
  • Whether we consider that we have complied with data protection law
  • Any actions we have taken, or will take, as a result

We will provide our response without undue delay.

4. Timescales

We aim to resolve complaints as quickly as possible. If we are unable to respond promptly, we will explain the reasons and keep you updated.

5. If you are not satisfied

If you are not satisfied with our response, or you believe your complaint has not been handled properly, you have the right to make a complaint to the Information Commissioner’s Office (ICO):

6. Accessibility and support

We are committed to making this process accessible to everyone. If you need this information in a different format or require assistance in making a complaint, please contact us using the details above.