Corporate Complaints service

  1. Summary

    This privacy notice explains what personal information is collected, what it is used for and who it is provided to. The notice also describes why we require your data, and the legal basis on which we do this.

    This privacy notice relates to our Corporate Complaints service, and provides additional information that specifically relates to this particular service, and should be read together with our general privacy notice, which provides more detail.

  2. What personal information does this service use?

    This service uses personal information, such as:

    • Name
    • Address
    • Email address
    • Telephone number

  3. What is your personal information used for?

    We use your personal data for the following reasons:

    • To record and store any compliments or complaints received from you, including any background documents you provide us
    • To manage and process any complaints received. This includes contacting the relevant service the complaint is in relation to and providing them with your personal information so that they can identify you and provide all relevant documents relating to the complaint.
    • To retain your details so that we can contact you in relation to your complaint, this may include sending you acknowledgement and response letters to the address you provide us, or contacting you to request further information about the complaint.
    • To monitor complaints and feedback received about our services, and audit the way we handle these.

  4. What is the lawful basis we are relying on?

    We collect and use your personal information only where it is necessary to do so in order to perform our public tasks or duties as a Local Authority.

    However in some cases, we may be required to share your information by law (Art 6(1)(c)) or where it is necessary to protect someone in an emergency (Art 6(1)(d)).

    If we need to collect or use special category information from you, we will only do so where it is necessary in order to perform our public tasks or duties as a Local Authority.

  5. Where has the personal information come from?

    The personal information we receive will come from you directly when you contact us by submitting a compliment or complaint, whether this is online, over the telephone or in writing.

    In order to action your compliant, we may receive additional personal information from the service responsible for the investigating your complaint.

  6. Who will we share your personal information with?

    Your personal data is shared securely only where it is both necessary and appropriate to do so.

    We share your personal data with the relevant service to whom your compliment or complaint relates.

    If we are under a legal obligation to do so, we may have to share your personal information with another Council service or another organisation, for example if your complaint was about a multi-agency meeting where there were representatives other organisations, we may need to contact them to verify information. Also, if your complaint relates to a contractor working on the Council’s behalf such as our waste collection partner, we may need to share your details with them.

    There may also be circumstances where we would need to share your information, for example, where we are required to do so by law, for safeguarding purposes or where there is risk of harm, or emergency situations.

  7. How long will we keep your information?

    Our retention schedule sets out how long we keep personal information for.

  8. Your personal information and your rights

    You can find out more about your rights regarding the personal information used for this service. Your rights apply to the information held by the Council as a data controller, and the information we hold on behalf of the other data controllers.

  9. Contacting us about your data and updates

    If you have any questions or concerns about how we use your personal information, please contact the Council’s Data Protection Officer.

    You also have the right to complain to the Information Commissioner’s Office if you're unhappy about how we process your information.

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