Data Protection Complaints Policy

Our Data Protection Complaints policy

We are committed to providing a high-quality service to our clients.  This includes a commitment to putting things right when they go wrong.  This policy explains how we will deal with any Data Protection complaint that is referred to us.

1. This procedure outlines how you raise a complaint about the way in which your personal data has been handled, and how we will manage your complaint in accordance with the Data Protection Act 2018, UK GDPR and The Data Use and Access Act 2025.

2. This procedure applies to all individuals whose personal data we process (collectively known as Data Subjects) and applies to all processing activities involving your personal data.

3. The Data Protection Officer (DPO) for BWK Solicitors is Lorraine Wilde, who will defer investigative duties to the Head of Compliance whilst maintaining overall control and oversight. The Head of Compliance will maintain all relevant records that relate to the complaint.
If you believe we have mishandled your personal data, failed to uphold your data protection rights, or not responded appropriately to a data protection request, you may submit a complaint using one of the following methods:

Head of Compliance

BWK Solicitors
The White House
9 Haggar Street
Stone
Buckinghamshire  HP17 8XX

or via email to: KevinT@BWKsolicitors.co.uk.

It is preferable that you put your concerns into writing, but if you find it difficult to do so, he can be contacted by telephone: 01494 773377

Alternatively, we can provide you with a Data Protection Complaints Form on request.

4. To help us investigate your complaint quickly and thoroughly, please include your full name, contact information, case or file reference number (if applicable) and a description of the complaint.

4.1 As is a requirement, we need to identify you as the data subject and/or a person with authority to bring the complaint. We would therefore ask for Identification.

4.11 Relevant authority for the data subject to bring the complaint.

5. To assist us in investigating the complaint, you must include;

  • Full name
  • Contact details
  • A clear description of the issues
  • Date of incident
  • Any reference numbers

6. Once we have received your complaint, we will write to you with an acknowledgement within 30 days and respond to the complaint without undue delay.

7. If the complaint is unclear, the Head of Compliance may contact you to clarify the scope of the investigation, as well as contacting your to ascertain your desired outcome.

8. We will carry out a thorough review of your complaint, undertake a full investigation and provide you with a detailed response. We will do this without undue delay. We will ensure that we update you periodically throughout the investigation with progress and inform you of any delays that occur.

9. We will provide you with a date by which we anticipate that we will be able to complete a response to your complaint.

10. If you remain dissatisfied with our handling of your complaint, you may contact the Information Commissioner’s Office (ICO) directly to ask them to consider the complaint further. Their contact details are:

The Information Commissioner’s Office:

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Tel: 0303 123 1113
Website: https://ico.org.uk  

You can make a complaint through their website.

Thank you for bringing your concerns to our attention.  We will do our best to address any dissatisfaction that you have experienced in using the services of this firm.  Our primary objective is to put things right.