Data Protection Complaints Policy
1. Our commitment
We are committed to providing a high-quality service, in accordance with data protection law. At all times, we seek to comply with data protection principles by ensuring we:
- process personal data lawfully, fairly and in a transparent way;
- collect personal data for specific and legitimate purposes and do not process personal data in a way that is incompatible with those purposes;
- collect and use adequate, relevant and minimal personal data;
- take reasonable steps to make sure personal data is accurate and kept up to date;
- do not keep personal data longer than necessary; and
- implement appropriate security measures.
We acknowledge that we may not always get things right, so if something has gone wrong, we need you to tell us. This will help us to improve our standards of service and data protection controls.
2. How to make a complaint
If you wish to make a complaint, then please contact our data manager:
| Contact name | John Grace |
| Telephone | 01225 750000 |
| dataprotection@mogersdrewett.com | |
| Address | Mogers Drewett, Bishopbrook House, Cathedral Avenue, Wells, BA5 1FD |
3. Acknowledging and verifying your complaint
We will acknowledge your complaint within 30 days of receiving it.
We will take reasonable steps to verify the identity of the person making the complaint. This may involve requesting further information or documentation from you. If the complaint is made on behalf of someone else, we will also need to check that the person making the complaint is properly authorised to do so.
If, having requested additional information, we are not in a position to identify the person making the complaint or we are not satisfied that they have proper authority to make the complaint, we may be unable to deal with it.
4. Investigating your complaint
We will investigate your complaint. This will usually involve:
- reviewing your complaint;
- locating and reviewing the records we hold about you;
- establishing the relevant facts; and
- liaising with individuals who you may have dealt with.
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We will update you on the progress of your complaint at appropriate times.
5. Notifying you of the outcome of our investigation
We will inform you of the outcome of the complaint without undue delay.
We will explain clearly what we’ve done to resolve your complaint and, where appropriate, any action we have taken as a result.
6. What to do if we cannot resolve your complaint
If you are unhappy with the outcome of your complaint, you can complain to the Information Commissioner’s Office (ICO) or you can seek to take action in the courts.
The ICO’s contact details are:
| Address | Information Commissioner’s Office
Wycliffe House, Water Lane Wilmslow, Cheshire SK9 5AF |
| Helpline number | 0303 123 1113 |
| Website | www.ico.org.uk |
You should usually submit your complaint to the ICO within three months of your last contact with us.
If your complaint is not about a data protection issue, then please see our general complaints policy, which can be found here.