Under data protection legislation, organisations that collect and use personal information have to follow rules of good practice for handling such data. The law also gives rights to individuals whose information they keep. These rights include the right to complain should you believe your personal data has been processed inappropriately.
What you can complain about
You can complain to us if you have been denied any of your rights under data protection legislation. This includes your right to see the information an organisation holds about you, or if the information about you is used, held or disclosed:
- unfairly
- for a reason that is not the one it was collected for
- without proper security
Or, if the information about you is:
- inadequate, irrelevant or excessive
- inaccurate or out of date
- kept for longer than is necessary
You can also complain if you feel we have not provided you with all relevant information as part of a Subject Access Request (SAR).
How to make a complaint about data protection
If you want to make a complaint about our service then you should do so within three months. Waiting longer than that will affect our ability to look into your complaint, and is likely to mean that we will not be able to consider the matter at all.
Make it clear that the matter concerns data protection and provide as much detail as you can. Tell us your name and how to contact you. You can also upload any documents relevant to your complaint.
What happens next
Your complaint will be treated confidentially and we will acknowledge receipt within 10 working days. We will do a full investigation and, in most cases, we will aim to respond in full within 30 calendar days.
If we cannot issue a response within 30 calendar days, we will provide regular updates and a target date by which we aim to issue the response. Unless there are legitimate reasons to extend the investigation period for complex cases, a response for complex cases should be issued within 6 weeks.
If you are not happy with our response
If you are not satisfied with our response, you may wish to refer it to the Information Commissioner.