Data Protection complaints procedure

Introduction

At Differing Minds CIC, we are committed to protecting your personal data and handling it in accordance with UK data protection law, including the UK GDPR, the Data Protection Act 2018, and the Data (Use and Access) Act 2025.

This complaints procedure has been established in compliance with the Data (Use and Access) Act 2025 to ensure that any concerns you have about how we handle your personal data are addressed promptly, fairly, and transparently.

If you believe we have not handled your personal data properly, or if you have concerns about our data processing practices, you have the right to make a complaint using this procedure.

1. Your rights

You have the right to complain about how we process your personal data. This includes, but is not limited to, concerns about:

  • How we collect your personal data
  • How we use or share your personal data
  • How long we keep your personal data
  • How we respond to requests to exercise your data protection rights
  • Security of your personal data
  • Any breach of data protection law that you believe we have committed

Important: You have the right to lodge a complaint with the Information Commissioner's Office (ICO) at any time, whether or not you have used our internal complaints procedure. However, we encourage you to contact us first so we can try to resolve your concerns directly.

2. How to make a complaint

2.1 Contact Methods

You can submit a data protection complaint to us using any of the following methods:

By Email (Recommended):

Email: [email protected]

Subject Line: "Data Protection Complaint"

By Post:

Differing Minds CIC, Data Protection Manager, The Dock Hub, Wilbury Villas, Hove, BN3 6AH

2.2 Information to Include

To help us investigate your complaint effectively, please provide the following information:

  • Your name and contact details (email address and/or telephone number)
  • A clear description of your complaint
  • Details of what personal data is involved
  • When the issue occurred (if known)
  • Any previous correspondence with us about this matter
  • What outcome you are seeking

The more information you can provide, the more quickly and effectively we can investigate your complaint.

3. Our complaints handling process

3.1 Acknowledgement

We will acknowledge receipt of your complaint within thirty (30) calendar days of receiving it. Our acknowledgement will:

  • Confirm we have received your complaint
  • Provide a reference number for your complaint
  • Explain the next steps in our process
  • Give you an estimated timeframe for our response

3.2 Investigation

We will investigate your complaint thoroughly and impartially. This may involve:

  • Reviewing relevant records and documentation
  • Speaking with members of staff involved
  • Examining our policies and procedures
  • Requesting additional information from you if needed

If we need more information from you to investigate your complaint, we will contact you as soon as possible.

3.3 Response timeframe

We aim to provide a full response to your complaint within ninety (90) calendar days of receiving it. This timeframe is in accordance with the Data (Use and Access) Act 2025.

If your complaint is particularly complex and we need more time to investigate thoroughly, we will:

  • Inform you before the 90-day deadline expires
  • Explain why we need additional time
  • Provide a new estimated response date

3.4 Our Response

Our response to your complaint will include:

  • A summary of your complaint
  • The outcome of our investigation
  • Our findings and conclusions
  • Any actions we have taken or will take as a result
  • An explanation of our decision
  • Information about your right to escalate to the ICO if you remain dissatisfied

4. If You Are Not Satisfied

If you are not satisfied with how we have handled your complaint or with the outcome of our investigation, you have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Information Commissioner's Office (ICO):

Website: www.ico.org.uk

Telephone: 0303 123 1113

Email: [email protected]

Online Complaint Form: https://ico.org.uk/make-a-complaint/

Post: Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

The ICO is the UK's independent supervisory authority for data protection. You can contact them at any time, whether or not you have used our internal complaints procedure first.

5. Record keeping

We maintain records of all data protection complaints we receive, including:

  • The nature of the complaint
  • Our investigation process and findings
  • The outcome and any actions taken
  • Timeframes for acknowledgement and resolution

These records help us identify trends, improve our data protection practices, and demonstrate our compliance with data protection law.

6. Continuous improvement

We take all complaints seriously and use them as opportunities to improve our data protection practices. Following any complaint, we will:

  • Review our policies and procedures to identify any areas for improvement
  • Implement necessary changes to prevent similar issues from occurring
  • Provide additional training to staff where appropriate
  • Monitor the effectiveness of any changes made

7. Contact information

For data protection complaints:

Email: [email protected]

Subject: "Data Protection Complaint"

For general enquiries:

Email: [email protected]

Website: www.differingminds.co.uk

Postal Address:

Differing Minds CIC, Data Protection Manager, The Dock Hub, Wilbury Villas, Hove, BN3 6AH

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Last Updated: October 2025

Next Review Date: October 2026

© Differing Minds CIC 2025. All rights reserved.