Data Protection Complaints
We take your privacy seriously. If you believe we have not handled your personal information correctly, you can make a formal data protection complaint directly to us. We will review your concerns fairly, keep you informed, and work to resolve the matter as quickly as possible. Making a complaint with us first gives us the opportunity to investigate and put things right before you decide whether to contact the Information Commissioner's Office (ICO).
What can you complain about?
You can raise a complaint if you believe we have:
- used your personal information incorrectly
- failed to protect your information
- kept your information for longer than necessary
- shared your information without a valid reason
- not responded properly to a Subject Access Request
- refused one of your data rights without explanation
- kept inaccurate information about you
- continued sending marketing after you asked us to stop
- not complied with the UK data protection law
You do not need to quote any laws or use legal wording. Simply explain what has happened and why you are unhappy.
Before you submit your complaint
Please include:
- your full name
- your email address
- your telephone number (optional)
- details of your complaint
- dates if you know them
- copies of any emails or documents that may help us understand the issue
If you are making a complaint on behalf of someone else, please tell us your relationship to them. We may ask for written authority before discussing their personal information.
What happens after you submit your complaint?
Once we receive your complaint, we will:
- confirm we have received it within 30 days
- review the information you have provided
- contact you if we need further details
- investigate the issue carefully
- explain what we have found
- tell you about any action we have taken
Some complaints are straightforward. Others take longer because they involve reviewing records or speaking with members of staff. If we need extra time, we will explain why and keep you updated.
If we need to confirm your identity
Sometimes we may ask for proof of identity before discussing personal information.
This helps us protect your information and prevents it from being disclosed to the wrong person.
We will only request information that is necessary.
If you are not satisfied
We hope we can resolve your concerns directly.
If you remain unhappy after receiving our final response, you have the right to complain to the Information Commissioner's Office (ICO), the UK's independent authority for data protection.
Information Commissioner's Office
Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113
Making a complaint to us does not affect your right to contact the ICO at any time.
Accessibility
If you need this process in another format, or you need help making a complaint because of a disability or accessibility requirement, please contact us, and we will do our best to assist.
Privacy
The information you provide through this form will only be used to investigate and respond to your complaint.
We will keep records of complaints in line with our data retention policies and UK data protection legislation.
