Data Complaints Process

1. Scope and Purpose
This procedure applies to all personal data processed by Riverside VA. It establishes a clear framework for data subjects to raise concerns regarding the handling of their personal data in accordance with data protection legislation. 
 
2. How to Submit a Complaint
Individuals can raise a complaint regarding their personal data using any of the following methods: [1]

• Email: kim@riverside-va.co.uk

• Phone: 07471 813283

• Online: Submit a message via our Contact Page

What to include: To help us investigate quickly, please provide your contact details, exact details of the issue, and copies of any relevant correspondence or previous data requests (e.g., Subject Access Requests).
 
3. The Complaints Process
We process all data protection complaints in four key stages: 

• Step 1: Acknowledgment
  We will acknowledge receipt of your complaint in writing within 7 days. We may ask for proof of identity or written authority if you are complaining on behalf of someone else.

• Step 2: Investigation
  Our Data Protection Team or designated officer will investigate your concerns. This involves reviewing system logs, assessing our lawful basis for processing, and checking if data was handled securely and within statutory limits.

• Step 3: Keeping You Informed
  We will keep you updated on our progress. If our investigation takes longer than 30 days, we will notify you and explain why.

• Step 4: Resolution & Response
  Once concluded, we will provide a final written response detailing the outcome. If a breach or error occurred, we will outline the actions taken to rectify it. 

 
4. Escalation (Right to Complain)
If you are dissatisfied with our internal response, you have the right to lodge a complaint with the supervisory authority. In the UK, this is the Information Commissioner's Office (ICO).

• ICO Helpline: 0303 123 1113

• Website: Make a complaint | ICO

Last updated
June 2026