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Home›Data Protection Complaint Handling Policy

Data Protection Complaint Handling Policy

SCOPE

This policy is applicable at a group level and extends to all subsidiaries, affiliates, and business units within the Hawkins Group. It applies to all employees, contractors, and third-party representatives acting on behalf of any group entity. The policy ensures a consistent and unified approach, regardless of location or local practices.

This policy applies to all individuals whose personal data is processed by the Hawkins Group, including clients, client customers, employees, suppliers, contractors, and other stakeholders.

Purpose

This policy outlines how the Hawkins Group handles complaints related to the processing of personal data.

Definition of a Data Protection Complaint

A data protection complaint is any expression of dissatisfaction regarding how the Hawkins Group collects, uses, stores, shares, or otherwise processes personal data. This includes concerns about:

  • Data breaches
  • Responses to Data Subject Requests
  • Data retention practices
  • Profiling or automated decision-making
  • Any other data protection-related issue

How to Submit a Complaint

Complaints can be submitted through any of the following channels:

  1. Online complaint form (available on our website)
  2. Email: [email protected]
  3. Post: FAO Data Protection Officer, 88 Leadenhall Street, London, EC3A 3BP
  4. Telephone: +44 (0)20 7481 4897
  5. In person (by appointment)
Data Protection Complaint Form

All complaints must include:

  • Full name and contact details
  • Description of the issue
  • Any relevant evidence or documentation
  • If applicable, proof of authority when submitting on behalf of another individual

Identity Verification

To protect personal data, we may request proof of identity before investigating a complaint. Acceptable forms include:

  • Passport or driving licence (for data subjects)
  • Utility bill
  • Signed letter of authority or power of attorney (for third-party representatives)

Complaints Handling Procedure

  1. Acknowledgement: We will acknowledge receipt of your complaint within 30 calendar days.
  2. Investigation: We will investigate the complaint without undue delay, gathering relevant facts and consulting appropriate staff.
  3. Progress Updates: You will be kept informed of the progress and expected timelines.
  4. Outcome: We will provide a written response explaining our findings, any actions taken, and your rights.
  5. Internal Review: If you are dissatisfied, you may request an internal review by a different team member.
  6. Escalation: If you remain unsatisfied, you may escalate the complaint to the Supervisory Authority. Contact details will be provided in our response and can be found in our Privacy Notice – https://www.hawkins.biz/privacy-notice/.

These records will be retained in accordance with the Hawkins Group data retention policy and may be shared with regulators upon request.

Record Keeping

We will maintain records of:

  • Complaint details and dates
  • Communications and evidence
  • Investigation outcomes
  • Any remedial actions taken

Roles and Responsibilities

  • The Data Protection Officer is responsible for overseeing the complaints process.
  • All staff are trained to recognise and escalate data protection complaints appropriately.