Data Protection Complaints Procedure

A data protection complaint can be about:

• how we responded to a subject access request (SAR) or other information rights request;
• how we kept information secure (including concerns about a data breach); or
• how we collected, used, shared, stored, kept or corrected personal information.

If your concern is about something else, please refer to our Service Standards for further information: Service Standards – Pembrokeshire Coast National Park

Who can complain?

Anyone can raise a data protection complaint about how we have used their personal information (or information of someone they act on behalf of).

Children and young people can complain in their own right. We will explain things in clear, age-appropriate language and consider your ability to understand and exercise your rights.

How to make a data protection complaint

You can complain directly to us in whatever way is easiest for you. We accept complaints via email, letter or telephone. You may use our online form (to follow) which ensures we receive the necessary information to manage your complaint efficiently. Alternatively you can send your complaint to the Democratic Services Team:

Email: Memberservices@pembrokeshirecoast.org.uk

Post: Llanion Park, Pembroke Dock, SA72 8DY

Phone (if you need help): 01646 624800

In person: Llanion Park, Pembroke Dock, SA72 8DY

What to include (if you can)

If you are not using the online form, please include the following:

• your name and contact details;
• If you are complaining on behalf of someone else, please provide their name and contact details;
• what happened and when;
• what personal information you think is involved;
• what outcome you would like.

If you are complaining on behalf of someone else, we may need evidence you have authority to do so (for example, parental responsibility or written consent, depending on the circumstances).

What we will do when we receive your complaint

• We will acknowledge receipt within 30 days.

Our acknowledgement will confirm we’ve received it and that we are looking into it.

Sometimes we can investigate and provide a full outcome within 30 days. In that case, we may not send a separate acknowledgement first.

• We will investigate and keep you informed

 We will take appropriate steps without undue delay, including making enquiries and keeping you informed.

We may ask you for more information if we need it to understand the issue.

• Timescales for our response

 We aim to resolve all complaints as quickly as possible.

We will provide an outcome without an unjustifiable or undue delay once our investigation is finished. If your complaint is complex and will take longer, we will explain why and keep you updated.

• The outcome you will receive

When we respond, we will:

• • explain what we found and how we reached our conclusion
  • where applicable, explain what we have done to resolve the issue and any actions taken (if appropriate)

Your right to complain to the ICO

You have the right to complain to the Information Commissioner’s Office (ICO) at any point. In most cases, the ICO will expect you to raise your complaint with us first.

Accessibility and support

If you need help making a complaint (for example, due to disability, language needs, or because you are a child/young person), tell us and we will make reasonable adjustments.

Records and learning

We keep records of complaints and our actions so we can respond properly and learn lessons to improve.