Purpose

RWJW Ltd T/A Friends for Pets is committed to protecting the privacy and personal information of our customers, pet carers, website users, and other individuals whose personal data we process.

This procedure provides a clear and accessible route for individuals to raise concerns or complaints regarding how we collect, use, store, share, retain, or otherwise process personal data.

How to Make a Complaint

If you have concerns about how we have handled your personal data or exercised your data protection rights, you may submit a complaint by:

• Email: [email protected]
• Post: Friends for Pets at The Meadows, Lippiatt Lane, Shipham, BS25 1QZ
• Please provide as much information as possible, including:

• Your name and contact details;
• Details of the issue or concern;
• Relevant dates;
• Any correspondence or supporting documents.

Complaints may relate to, but are not limited to:

• Subject Access Requests;
• Accuracy of personal information;
• Requests for erasure or restriction;
• Direct marketing communications;
• Data sharing practices;
• Data retention;
• Security or confidentiality concerns.

Acknowledgement of Complaints

Upon receipt of a data protection complaint, we will:

• Record the complaint in our Data Protection Complaints Register;
• Assign a responsible person to investigate the matter;
• Acknowledge receipt of the complaint within 30 calendar days.

Where additional information is required, we may contact the complainant to clarify the issues raised.

Investigation Process

We will investigate all data protection complaints promptly, fairly, and proportionately.

The investigation may include:

• Reviewing relevant records and correspondence;
• Speaking with staff, volunteers, or third parties involved;
• Assessing compliance with UK GDPR, the Data Protection Act 2018, and our internal policies;
• Identifying any corrective actions required.

We will keep the complainant informed of progress where the investigation is likely to take an extended period.

Complaint Register

All data protection complaints will be recorded in a secure internal register containing:

• Complaint reference number;
• Date received;
• Name of complainant;
• Nature of complaint;
• Actions taken;
• Investigation outcome;
• Date closed;
• Any remedial actions implemented.

Complaint records will be retained in accordance with our retention policy.

Outcome

Once our investigation is complete, we will provide the complainant with a written response explaining:

• The outcome of the investigation;
• Any findings made;
• Any corrective action taken or proposed;
• Information about further escalation options.

Escalation to the Information Commissioner’s Office (ICO)

We encourage individuals to allow us the opportunity to investigate and resolve any data protection concerns through this complaints procedure before referring the matter to the Information Commissioner’s Office (ICO).

If you remain dissatisfied after receiving our final response, you have the right to lodge a complaint with the ICO.

Information about the ICO’s complaints process can be found at:

https://ico.org.uk/make-a-complaint/

Nothing in this procedure affects your statutory right to complain directly to the ICO or seek a judicial remedy under applicable data protection legislation.

Review

This procedure will be reviewed periodically and updated as necessary to reflect changes in data protection legislation, ICO guidance, and organisational practices.