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DATA PROTECTION Complaints process

MAKING A DATA PROTECTION COMPLAINT — WHAT YOU NEED TO KNOW

We’re committed to protecting your personal data and handling it fairly, transparently and securely.

If you’re unhappy with how we’ve used your personal data, or how we’ve responded to a data protection request, you can make a complaint.

To make a complaint about anything else, please click here.

HOW DO I COMPLAIN?

You can contact us using any of the methods below. You don’t need to use a specific form.

0808 133 1821 (8:30am – 5:30pm Monday to Friday). Your call might be recorded to help us keep improving our service.

Guardian complaints, Forbury Works, 37/43 Blagrave Street, Reading RG1 1PZ

You can also raise your concern through any of our usual adviser service channels.

WHAT INFORMATION WILL I NEED TO GIVE YOU?

To help us investigate your complaint quickly, it’s helpful if you provide:

  • Your name and contact details
  • Details of your concern or complaint
  • Copies of any relevant communications
  • How you’d like us to communicate with you (e.g. phone and email)
  • The category your complaint fits into, either:
    • Data subject rights – complaints about how we’ve handled a request to access, correct or delete your data, or restrict or object to the use of personal data
    • How we collect and use personal data – complaints about how we collected personal data, or how we’re using it, particularly where you feel you didn’t expect or agree to that use
    • Subject access requests – complaints about delays, missing information, or decisions relating to a request for a copy of personal data
    • Inaccurate personal data – complaints that we’re holding inaccurate, incomplete or out-of-date personal data and haven’t corrected it when asked
    • Keeping personal data for too long – complaints that we’re retaining personal data for longer than necessary
    • Automated decisions and AI – complaints about decisions made using automated systems or artificial intelligence, particularly where there are questions about human review or oversight

If you prefer not to provide all this information, we’ll still consider your complaint.

HOW DO WE HANDLE YOUR DATA COMPLAINT?

For our detailed data complaint procedure, please visit here.

OUR COMMITMENT

We take all data protection complaints seriously, and use feedback from complaints to improve our processes, systems and controls to better protect your personal data.