Our customer experience team to be helpful, polite and professional at all times
How to make a data protection complaint
You can complain to us in whatever way is easiest for you. You can use any of the following:
Online form, click here
0808 164 2222
1 Azure Court, Doxford International Business Park, Sunderland, SR3 3BE
What to include
If you are not using the online form, please include the following (if you can):
- your name and contact details;
- If you are complaining on behalf of someone else, please provide their name and contact details;
- what happened and when;
- what personal information you think is involved;
- what outcome you would like.
If you are complaining on behalf of someone else, we may need written authority from them before we can proceed
To protect personal information, we may also need to verify your identity (and, where relevant, the identity of the person you are acting for) before we discuss or disclose any personal data.
Our response
What we will do when we receive your complaint.
We will acknowledge your complaint promptly, normally within 24 hours or by the next business day to confirm we have received it and are looking into it.
We will then investigate and take appropriate steps without undue delay. This may include making enquiries and asking you for more information if we need it to understand the issue. We will keep you informed as our investigation progresses.
Timescales for our response.
We aim to resolve complaints as quickly as possible and will provide an outcome within one calendar month of receiving your complaint.
If your complaint is complex and will take longer, we will tell you, explain why, and keep you updated until it is resolved.
The outcome you will receive.
When we respond, we will:
- explain what we found and how we reached our conclusion; and
- where applicable, explain what we have done to resolve the issue and any actions taken (if appropriate)
Your right to complain to the ICO
You have the right to complain to the Information Commissioner’s Office (ICO) at any point. In most cases, the ICO will expect you to raise your complaint with us first so that we have the chance to resolve it, but you can contact them directly at any time:
- Website: ico.org.uk
- Telephone: 0303 123 1113
- Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
The outcome you will receive
We will acknowledge your complaint promptly, normally within 24 hours or by the next business day to confirm we have received it and are looking into it.
We will then investigate and take appropriate steps without undue delay. This may include making enquiries and asking you for more information if we need it to understand the issue. We will keep you informed as our investigation progresses.
