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Data Protection Complaints Procedure

Ecological Planning & Research Ltd (“EPR”) is committed to handling personal data responsibly, transparently and in accordance with UK data protection law.

If you are unhappy with how we have handled your personal data, you have the right to make a complaint to us. This procedure explains how you can raise a concern, how we will deal with it, and your right to raise the matter with the Information Commissioner’s Office (“ICO”).

How to Make a Data Protection Complaint

You can raise a complaint with us using any of the contact methods below.

Email (preferred)

info@epr.uk.com

Post

Ecological Planning & Research Ltd

The Barn

Micheldever Station

Winchester

Hampshire

SO21 3AR

Telephone

01962 794 720
(If you raise a complaint verbally, we will follow up in writing to acknowledge it.)

When contacting us, please provide as much detail as possible about your concern, including:

  • Your name and contact details
  • The nature of your complaint
  • Relevant dates and
  • Any supporting information or correspondence

This will help us investigate your complaint efficiently.

We may need to verify your identity before responding to your complaint or disclosing information to you.

What Happens After We Receive Your Complaint

We will:

  • Acknowledge receipt of your complaint within 30 days of receiving it
  • Record and assess your complaint
  • Assign the matter to an appropriate person to investigate and
  • Contact you if we require any further information or clarification

Complaints relating to personal data handling will normally be overseen by our Business Systems & Administration Manager [or Data Protection Officer, if applicable].

How We Investigate Complaints

We will take appropriate steps to investigate and respond to your complaint without undue delay.

Depending on the nature of the complaint, this may include:

  • Reviewing relevant systems, records, correspondence or policies
  • Speaking with relevant employees or service providers
  • Assessing our compliance with applicable data protection law and internal procedures and
  • Considering whether any remedial action is required

We will keep you informed of the progress of your complaint where appropriate.

We aim to resolve complaints as promptly as reasonably possible. Where a complaint is particularly complex or requires additional investigation, we will let you know and provide an updated timeframe.

Outcome of Our Investigation

Once our investigation is complete, we will provide a written response setting out:

  • The outcome of our investigation
  • Any actions we have taken or propose to take
  • Any steps taken to reduce the risk of recurrence and
  • Information about your right to escalate the matter to the ICO if you remain dissatisfied

Complaining to the ICO

If you are dissatisfied with our response, you may raise your concerns with the Information Commissioner’s Office.

Under UK data protection law, organisations should generally be given an opportunity to address complaints before matters are escalated to the ICO.

ICO Contact Details

Website: ICO website
Helpline: 0303 123 1113

The ICO recommends that concerns are raised with them promptly after the organisation’s final response is received.

Complaint Records

EPR will maintain records of:

  • Complaints received
  • Acknowledgements
  • Investigation steps taken
  • Outcomes and
  • Any remedial actions implemented

Complaint records will be retained only for as long as necessary and in accordance with our retention policies and legal obligations.

Accessibility

If you require this procedure or communications relating to your complaint in an alternative format, please contact us and we will seek to accommodate your requirements where reasonably practicable.