1. Overview
1.1 You have the right to make a data protection complaint to us.
1.2 You will not be charged for any time spent handling your complaint
1.3 You can request a copy of this complaint policy at any time.
1.4 We will issue you with a copy of this Data Protection Complaints Policy when you raise a complaint.
1.5 We will aim to deal with any complaint that we may receive promptly, fairly, openly, effectively and without undue delay.
2. Making a Complaint
2.1 A data protection complaint can be made in the following scenarios:
- A data breach that has impacted you;
- Our response to your Data Subject Access Request or any other privacy rights request;
- How long we have retained your personal information for;
- The accuracy of the information we hold on you;
- The security measures that we have in place to protect your personal details;
- How we have profiled you and;
- Any other data protection related matter
2.2 If you are unhappy with how we have processed your data in any of the above examples, please inform us immediately so that we can endeavour to resolve your complaint.
2.3 If you wish to make a data protection complaint, you can contact us via any of the following channels:
FAO: The Head of Division (Details of which can be found on your Contract for Services Client Particulars Document)
Email: [email protected]
Post: SJP Law, 5 Parliament Street, Hull, HU1 2AZ
Tel: 01482 324591
You can also make a complaint with us face to face at either of our offices:
Hull: SJP Law, 5 Parliament Street, Hull, HU1 2AZ
York: SJP Law, Unit 4 Triune Court, Monks Cross Drive, York, YO32 9GZ
2.4 Making a data protection complaint will not affect how we handle your case
2.5 If you wish to make a data protection complaint:
- You can raise a complaint at any time
- Provide your full name and contact details
- Provide us with your file reference number, if you have one
- Clearly state the nature of your complaint and how you wish for this to be resolved
2.6 Please note that we may have to complete identification and verification checks to ensure that we are dealing with the correct person.
3. Timescales
3.1 We will acknowledge your complaint within 30 days of receipt.
3.2 We will investigate your complaint and provide a response as soon as possible and without undue delay
3.3 We will keep you informed of the progress of your complaint, particularly where the investigation is ongoing or if there are any delays.
3.4 In all cases, we will provide a full response within 8 weeks at the latest. Where we are able to conclude the investigation sooner, we will do so.
4. Our Response
4.1 Our response to you in relation to your complaint will include:
- A summary of the complaint
- An explanation of what has been done to resolve the complaint
- Where appropriate, any actions we have taken as a result
- Information to help the client understand our decision
5. Next Steps
5.1 If you are not happy with our outcome or if we have not provided you with an outcome within 8 weeks, you can make a complaint to the Information Commissioners Office (ICO). They can be contacted at:
- Website: www.ico.org
- Tel: 0303 123 1113
5.2 You have the right to make a complaint to the Information Commissioner’s Office (ICO) at any time.
