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Data Protection Complaints Procedure
How to raise a data protection concern
If you have a concern about the way we have handled your personal information, you should contact our Data Manager using the details below:
Email: chris.cook@salaw.com
Telephone: 01727 798000
Post: 36-38 Upper Marlborough Road, St Albans, Herts. AL1 3UU
When contacting us, please provide:
- Your name and contact details.
- Your file reference number (if known).
- Details of your concern or complaint.
- Any supporting information or documents.
- How you would like us to resolve the matter.
What happens next?
Step 1 – Acknowledgement
We will acknowledge receipt of your complaint within 5 working days.
Step 2 – Investigation
We will investigate your complaint. This may include:
- Reviewing your file and relevant records.
- Speaking with members of staff involved.
- Reviewing our systems, policies and procedures.
- Contacting you if we require additional information.
Step 3 – Written Response
We will provide you with a written response explaining:
- The outcome of our investigation.
- Any action we have taken or propose to take.
- Any corrective measures implemented.
- Your right to escalate the complaint if you remain dissatisfied.
We aim to provide our final response within one calendar month of receiving your complaint. Where the complaint is particularly complex, we may require additional time. If so, we will inform you and explain the reason for the delay.
If you remain dissatisfied
If you are unhappy with our response, you may request that the complaint is reviewed by a senior member of the firm who has had no previous involvement in the matter.
We will notify you of the outcome of the review as soon as reasonably practicable.
Your right to complain to the Information Commissioner’s Office (ICO)
You have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection matters.
We encourage you to contact us first so that we can try to resolve your concerns, but you are not required to wait for the conclusion of our complaints process before contacting the ICO.
Information Commissioner’s Office
Website: www.ico.org.uk
Helpline: 0303 123 1113
Relay UK: 18001 0303 123 1113
Address:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
No adverse impact
Making a data protection complaint will not affect the legal services we provide to you. We will continue to act in your best interests and handle your matter professionally and fairly.