Making a complaint

Purpose and lawful basis for processing

Our purpose is to investigate and take action in line with our statutory duties and contractual obligations.

The lawful basis we rely on to process your personal data is article 6(1)(e) of the UK GDPR, which allows us to process personal data when this is necessary for the purposes of our legitimate interests. 

What we need

We need information from you to investigate your complaint properly, so our complaint forms are designed to prompt you to give us everything we need to understand what’s happened.

When we receive a complaint from you, we may setup up a case file. This normally includes your contact details and any other information you have given us about the other parties in your complaint.

Why we need it

We need to know the details of your complaint so we can investigate it and fulfil our statutory duties and contractual obligations.

What we do with it

We may use your personal information to investigate your complaint and check on our level of service by inviting you to complete a customer satisfaction survey. We may compile and publish statistics showing information like the number of complaints we receive, but not in a form that identifies anyone. 

No third parties have access to your personal information unless the law allows them to do so. 

If you are acting on behalf of someone making a complaint, we’ll ask for information to satisfy us of your identity and if relevant, ask for information to show you have authority to act on someone else’s behalf.

How long we keep it

For information about how long we hold personal data, see our retention policy.

What are your rights?

We are acting in our official capacity to investigate your complaint, so you have the right to object to our processing of your personal data. There are legitimate reasons why we may refuse your objection, which depend on why we are processing it.

For more information on your rights, please see Your data protection rights.

Do we use any data processors?


Updated 22nd of July, 2021

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