DATA PROTECTION COMPLAINTS HANDLING PROCEDURE
We take the security of all data we collect and process seriously. We have internal policies and controls in place to try to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by our staff in the performance of their duties. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If at any point you become unhappy about the way our firm, or any third party acting on our behalf, processes your personal data, then please let us know as soon as possible so that we can do our best to resolve the problem for you.
You should address your concerns directly to our Managing Director Joanne Major.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 30 calendar days1 of receiving it, enclosing a copy of this procedure. This acknowledgement letter will:
a. Confirm receipt of the complaint and provide any reference number
b. Identify any complaints coordinator as the point of contact
c. Provide an indication of the expected timeframe for investigation and response
d. Inform you of your right to complain to the ICO if you are dissatisfied with the outcome
2. We will investigate your complaint without undue delay. This will normally involve passing your complaint to our Managing Director Joanne Major, who will review the personal data and processing activities that are the subject of the complaint, speak to any member(s) of staff involved, and where applicable any third party processing data on our behalf.
3. If your complaint is in relation to Joanne Major, then it will be investigated by one of the firm’s Legal Directors or Senior Lawyers.
4. In some cases, we may decide to consult external advisors for example where the complaint raises complex or novel issues. In other cases, it may be appropriate for us to make a separate notification to the Information Commissioner’s Office.
5. Where necessary, and if appropriate, Joanne Major may invite you to attend a meeting to discuss and hopefully resolve your complaint. Should it be deemed necessary and appropriate, Joanne Major will write to you following any meeting to confirm what took place and any solutions she has agreed with you.
6. In accordance with the statutory requirement, MFL will complete investigations without undue delay and provide you with a final response to the complainant. If your complaint is complex or likely to require lengthy investigation, we will provide you with a progress update.
7. If the complaint is not resolved to your satisfaction you have the right to escalate the complaint to the ICO:
a. ICO website: org.uk/make-a-complaint
b. ICO helpline: 0303 123 1113
c. Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Notes:
- The 30-day period begins the day after receipt, regardless of whether that day falls on a weekend or bank holiday. Where the 30th day falls on a non-business day, we have until the next working day to issue the acknowledgement.