How to raise a concern about your personal data

Introduction

• Your Right to Complain
  You can complain if you think we have infringed UK data protection law in connection with your personal data, including how we collect, use, share, retain or protect it.Examples include concerns about accuracy, retention, marketing, data sharing, security, or our response to a data subject rights request.You may ask someone else to complain for you. We may need evidence of their authority before discussing your personal data with them.
• How to Make a Complaint
  You can submit a complaint in any of the following ways:

Please include your name and contact details, what happened, relevant dates or correspondence, and the outcome you are seeking.

• What Happens Next
  • We will acknowledge your complaint within 30 days of receipt and provide a reference number and contact point.
  • We will investigate appropriately, which may include reviewing records, speaking to relevant staff and checking our processes. We will keep you informed and tell you if we need more information or additional time.
  • We will write to you with the outcome, including what we found, whether the complaint is upheld, any action we will take, and your escalation options.
  • We will respond without undue delay, taking account of the complaint’s complexity.
• Verifying Your Identity
  We may verify your identity before sharing complaint details and will only request information that is reasonable and proportionate.
• Complaints Involving Children
  Children have the same data protection rights as adults. If a complaint is made by or for a child, we will act in the child’s best interests, use clear age-appropriate language, consider the child’s capacity and verify any representative’s authority where appropriate.
• If You Are Not Satisfied
  If you remain unhappy, please tell us and we will arrange a senior review where appropriate.You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.The ICO usually expects you to raise concerns with us first.

• How We Use Your Complaint Data
  We process complaint data to investigate and respond to your complaint, relying on our legal obligations and/or legitimate interests.We collect only what is necessary, keep complaint records for a reasonable period to evidence compliance and improve our processes, and handle personal data in line with our privacy notice.
• Unreasonable or Abusive Complaints
  We are committed to treating all complainants fairly and with respect, and we ask the same in return.

This policy was last reviewed in 16 September 2026.