Data Protection Complaints Procedure

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We take the privacy of your personal data seriously.

If you believe we have not handled your personal data in line with UK data protection law (UK GDPR and the Data Protection Act 2018), you have the right to complain to us directly, and we want to hear from you.

This page explains how to raise a complaint, what happens next, and your right to escalate to the Information Commissioner’s Office (ICO).

How to make a complaint

You can raise a data protection complaint with us in any of the following ways:

If you raise a concern with us through another channel, for example, on social media or in a conversation with one of the team and it’s clear that you’re unhappy with how we’ve handled your personal data, we will treat it as a formal complaint and handle it under this procedure.

What to include

To help us look into your complaint quickly, please tell us:

  • Your name and contact details.
  • What happened and when.
  • Which of your personal data is involved, if known.
  • What outcome you’re hoping for.

What happens after you complain

1. Acknowledgement: Within 30 days.

We will acknowledge receipt of your complaint within 30 calendar days.

2. Investigation: Without undue delay.

We will look into your complaint, which may involve reviewing records, speaking with relevant team memebers, and making further enquiries. 

If your complaint is complex or involves other organisations (for example, a data processor we work with), we will coordinate with them as needed. 

We’ll keep you updated on progress if the investigation takes some time.

3. Outcome: We will write to you with the outcome of our investigation without undue delay. 

This will include:

  • An explanation of what we found and, where relevant, what we’ve done to resolve the issue.
  • How we believe we’ve complied with data protection law, if we consider that we have.
  • Enough detail for you to understand our decision.
  • Your right to escalate to the ICO if you’re not satisfied.

4. If you’re not satisfied:

If you don’t think we’ve resolved your complaint properly, let us know and we will review the decision. 

You are also entitled to complain to the ICO at any stage. You do not have to wait for us to finish investigating, though we’d encourage you to give us the chance to put things right, first.

Your right to complain to the ICO

You have the right to raise your concern with the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection:

  • Website: ico.org.uk/make-a-complaint
  • Helpline: 0303 123 1113
  • Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Record keeping

We keep a record of all data protection complaints we receive, including the date received, our acknowledgement, correspondence and investigation steps, the outcome, and any action taken as a result. We use this to help identify recurring issues and improve how we handle your data.

 

Last updated: June 2026