Data Protection Complaints

Complaints about your Personal Information

If you are unhappy with how we have handled your personal information, you can raise a data protection complaint with us. This might include concerns about:

• How we have used your personal data

• Delays responding to a request for your data

• Incorrect or out of date information

• How we have shared or protected your data

The Information Commissioner’s Office require organisation’s to acknowledge data protection complaints within 30 days and investigate the complaint without undue delay. Below sets out how Prima will handle these complaints.

For Data Protection Complaints, we will:

• Let you know that we have received your complaint within five days.

• Assign an appropriate member of staff (in most cases, either the Customer Resolution Officer or the Risk and Assurance Officer) to contact you within two working days of us acknowledging your complaint as a courtesy to ensure our understanding of the issue and the outcomes you are seeking. They will also advise of any aspects of the complaint we are not responsible for.

• Aim to respond to your complaint within ten working days after our initial acknowledgement. In some cases, we may need more time to investigate thoroughly. We will let you know if this is the case and keep you updated throughout.

• If you are unhappy with our response, you can contact the Information Commissioner’s Office (ICO), who regulate data protection.

Although the Information Commissioner’s Office will normally expect our complaints process to be followed before looking into a case, customers can contact them at any time using the contact details in this link - Information Commissioners Office.

Please fill in the form below to make a formal complaint.