GDPR Data Protection Complaints Procedure
1. Purpose
This procedure explains how clients and case study subjects and any other individuals can raise concerns or make a complaint regarding the way The Willows Holistic Therapies collects, stores, uses, shares, or protects personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. How to Make a Data Protection Complaint
If you have a concern about how your personal data has been handled, please contact us in writing using the details below:
Data Protection Contact:
Name: Sarah Maitland-Price
Business: The Willows Holistic Therapies
Email: thewillowsholistictherapies@gmail.com
Postal address: 6 Walnut Crescent, Rhyl LL18 4PQ
Please provide as much information as possible, including:
- Your name and contact details;
- A description of your concern or complaint;
- The date(s) or period when the issue occurred;
- Any relevant documents or correspondence.
3. Acknowledgement of Complaints
We will acknowledge receipt of your complaint within 5 working days and aim to investigate and provide a written response within 30 calendar days.
If the matter is complex and requires more time, we will inform you of the reason for the delay and provide an expected timescale for our response.
4. Investigation Process
We will:
- Review the circumstances of the complaint;
- Examine relevant records, policies, and communications;
- Speak with relevant staff or practitioners where appropriate;
- Assess whether there has been a breach of UK GDPR or our internal data protection procedures;
- Identify any corrective action needed.
5. Outcome of Complaint
Following our investigation, we will provide a written response explaining:
- The findings of our investigation;
- Any action taken or proposed to address the issue;
- Any changes made to our procedures where appropriate;
- Information about your right to escalate the complaint.
6. Escalating Your Complaint
If you are not satisfied with our response, you have the right to make a complaint to the UK Information Commissioner’s Office (ICO), the independent authority responsible for data protection.
You can contact the ICO using the details below:
Information Commissioner’s Office (ICO)
Website: https://www.ico.org.uk
Telephone: 0303 123 1113
Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
The ICO recommends that you raise your concern with us first so we have the opportunity to resolve it.
7. Record Keeping
[Business Name] will maintain a confidential record of all data protection complaints, investigations, and outcomes. These records will be retained only for as long as necessary to manage the complaint and comply with legal obligations.
8. Review of This Procedure
This procedure will be reviewed periodically to ensure it remains compliant with UK GDPR and data protection legislation.
Document owner: Sarah Maitland-Price
Effective date: 22 June 2026
Review date: 22 June 2027