In line with the UK GDPR, the Data Protection Act 2018, and the Data Use and Access Act 2025 (DUAA)
1. Purpose of This Procedure
I am committed to protecting client confidentiality and handling all personal data lawfully, fairly, and transparently. This procedure supports my obligations under the UK GDPR, the Data Protection Act 2018, and the Data Use and Access Act 2025 (DUAA). It ensures that any concerns about how personal data is collected, used, stored, or shared are taken seriously, investigated promptly, and resolved appropriately.
2. How to Make a Data Complaint
If you have any concerns about how your personal data has been handled, you can raise them with me at any time.
Data Controller: Angela Abbott Email: click to email Phone: 0794 113 4267
Please include:
- Your name and contact details
- A clear description of your concern
- Any relevant dates or supporting information
Complaints may be made verbally or in writing, though written complaints are encouraged for clarity.
3. Acknowledgement of Your Complaint
I will acknowledge your complaint within 30 days. This acknowledgement will confirm:
- That your complaint has been received
- The next steps
- The expected timeframe for a full response
4. How Your Complaint Will Be Investigated
I will review your concern by:
- Checking relevant records, emails, messages or session notes
- Reviewing how your data was processed
- Assessing whether legal requirements were met
- Identifying any errors, risks, or potential data breaches
If I need more information from you, I will contact you directly.
5. Response and Outcome
My aim is that you will receive a full written response within 30 days of your complaint being received. This response will include:
- A summary of your concern
- The findings of the investigation
- Any actions taken or proposed
- Information about your further rights
If your complaint is complex and requires more time, I will notify you within the 30‑day period. Any extension will not exceed an additional two months, as permitted under data protection law.
6. If You Are Not Satisfied
If you are unhappy with the outcome, you have the right to escalate your concern to the Information Commissioner’s Office (ICO).
Information Commissioner’s Office (ICO) Website: www.ico.org.uk Helpline: 0303 123 1113
You may contact the ICO at any stage, but you are encouraged to allow me the opportunity to resolve the matter first.
7. Record Keeping
I will keep a confidential record of:
- Your complaint
- The steps taken during the investigation
- The outcome
- Any changes made to my processes
These records are stored securely and retained only for as long as necessary, in line with the UK GDPR, the Data Protection Act 2018, and the DUAA 2025.
8. Continuous Improvement
Any upheld complaint will be used to improve my data protection practices and client experience. This may include updating my privacy notice, improving security measures, or adjusting how client information is collected or stored, in accordance with the UK GDPR, the Data Protection Act 2018, and the DUAA 2025.