We take concerns about how we handle personal data seriously and are committed to resolving any issues quickly and fairly.
Raising a Concern
If you have any concerns about how we handle your personal data, please contact us in the first instance:
- Contact our Data Protection Officer which is Molly Thornton and her email is molly@thorntonjones.co.uk, and telephone number is 01924 290029
You can raise your concern in writing, by email, or verbally.
What Happens Next
We will:
- acknowledge receipt of your complaint within 30 days of receiving it at the latest, but will endeavour to do so within 7 days;
- where necessary, request proof of your identity and/ or authority to make the complaint if it is made on behalf of someone else;
- provide you with a copy of our privacy notice if you have not already seen it, which can also be accessed on our Terms of Business sent to you at the start of your case;
- log your complaint on our central complaints register;
- take appropriate steps to respond to your complaint, including making appropriate enquiries and keeping you informed, without undue delay once the complaint has been received;
- where necessary, arrange a discussion with you to obtain further information and/ or try to agree how to resolve the issues without undue delay;
- keep you updated on the progress of the investigation without undue delay, particularly if it becomes necessary to extend any timescales provided at the outset;
- confirm the outcome of our investigation into your complaint without unjustifiable or excessive delay. We will aim to do this within 30 days of receiving your complaint, but it may be necessary to extend this timescale depending on the circumstances of the complaint. If that is the case, we will notify you accordingly;
- explain what we have done to resolve your complaint and, where appropriate, any actions we have taken as a result.
If You Are Not Satisfied
If you are not satisfied with our response, you can ask us to review the matter.
You also have the right to complain to the Information Commissioner’s Office (ICO):
- Website: www.ico.org.uk
- Specifically for complaints: https://ico.org.uk/make-a-complaint/data-protection-complaints/
- Telephone: 0303 123 1113
Our Approach
We will:
- use feedback to improve how we manage personal data
- handle your concern fairly and without charge
- aim to resolve issues as quickly as possible
