This document outlines the internal privacy complaint procedure for Opportunity Bridge Ltd.
In order to comply with our obligations under the GDPR and DPA, and to deliver a high level of service to our clients and customers, this documentation outlines the internal timescales and procedure for handling complaints.
Timetable for handling complaints
- Complaint received: check that the content relates to the correct company and a potentially relevant issue. Determine whether this is purely a complaint or whether there is a Subject Access Request element too. (If a SAR, then follow the SAR procedure.)
- Verify the complainant's identity: if we have any doubts, we may ask for proof of ID before we respond. We ask at the earliest opportunity. If we have sufficient information to be satisfied about identity, we do not request more.
- Schedule a deadline reminder for acknowledging the complaint: an acknowledgement email should be sent swiftly, ideally within 3 to 5 working days of receipt. Legally, the final outcome of the entire investigation must be responded to within 30 days (one calendar month) of receipt. The 30 days start the day after we receive the complaint. If the last day falls on a weekend or public holiday, we have until the next working day to provide a response.
- Schedule fortnightly update reminders so we keep the complainant informed.
- Prepare and send the acknowledgement email (see example below). Ensure that we have enough information to fully investigate and respond. Ask for more information if needed. Where appropriate, ask what outcome they are looking for.
- Begin investigations: preserve evidence and gather information. We look at all relevant facts thoroughly, fairly and accurately, speaking to relevant team members where needed. We compare the information we hold with the information provided within the complaint. We ensure we continue to uphold our own terms, policies and standards.
- Send fortnightly updates in order to adhere to our legal obligation, even if there is little to report.
- Send outcome email and remind the complainant that they can also complain to the ICO directly.
Example acknowledgement email
Must be sent within 3 to 5 working days of receipt.
Dear [Name],
We are in receipt of your email dated [date] in which you raised a complaint relating to [summary of complaint].
At this point we believe that we have sufficient information to fully investigate your complaint OR we are unable to fully investigate your complaint because [outline any unclear issues and explain further information needed].
In order to comply with our data protection obligations we will now proceed to investigate your complaint and provide you with the outcome by email.
At this stage we are not able to provide you with a date by when our investigations will be concluded, but we will provide you with fortnightly updates.
The investigation will be conducted as objectively as possible and the person leading the investigation and preparing an outcome response will be Gauher Jaan (Director).
We take all complaints seriously and aim to investigate and respond promptly. You are entitled to raise your complaint directly to the Information Commissioner's Office (ICO). You are not legally obliged to wait for our investigation response before raising a complaint with the ICO.
Should you have any questions at this initial stage, please do not hesitate to contact me directly.
Yours sincerely,
Gauher Jaan
Director, Opportunity Bridge Ltd
opportunitybridgeltd@gmail.com