Data Protection Complaints Policy

1. Purpose

JLB Property Maintenance is committed to protecting the privacy and personal information of our customers, suppliers, employees, contractors, and other individuals whose personal data we process.

This policy sets out the procedure for handling complaints relating to the collection, use, storage, sharing, retention, or security of personal data in accordance with:

  • UK GDPR
  • Data Protection Act 2018
  • Data (Use and Access) Act 2025

This policy ensures complaints are handled fairly, consistently, transparently, and within the required legal timescales.

2. Scope

This policy applies to complaints concerning:

  • The processing of personal information by JLB Property Maintenance.
  • Requests for access to personal information.
  • Data accuracy concerns.
  • Data retention concerns.
  • Direct marketing communications.
  • Data sharing activities.
  • Data security incidents.
  • Any alleged breach of data protection legislation.

This policy applies to:

  • Customers
  • Prospective customers
  • Employees
  • Former employees
  • Contractors
  • Suppliers
  • Website users
  • Any individual whose personal data is processed by JLB Property Maintenance

3. How to Make a Complaint

Individuals may submit a data protection complaint using any of the following methods:

By Email

info@jlbpm.co.uk

By Post

JLB Property Maintenance

Oxhouse Farm
Brington Road
Flore
Northampton
NN7 4NQ

Through Our Website

Individuals may submit complaints using our online Data Protection Complaint Form available on our website.

By Telephone

0333 344 3473

Where a complaint is made verbally, JLB Property Maintenance may request written confirmation to ensure the complaint is fully understood and accurately recorded.

4. Information Required

To help us investigate a complaint efficiently, individuals should provide:

  • Full name
  • Contact details
  • Details of the complaint
  • Relevant dates
  • Copies of supporting documents (where applicable)
  • The outcome sought

A complaint will not be rejected simply because all information is not immediately available.

5. Acknowledgement of Complaints

JLB Property Maintenance will acknowledge receipt of a complaint within 30 calendar days of receiving it.

The acknowledgement will include:

  • Confirmation that the complaint has been received.
  • The name or role of the person handling the complaint.
  • An explanation of the investigation process.
  • Expected timescales for providing an outcome.

6. Investigation Process

Upon receipt of a complaint, JLB Property Maintenance will:

  1. Review the issues raised.
  2. Gather relevant information and evidence.
  3. Speak with relevant employees or contractors where necessary.
  4. Review applicable policies, procedures, and records.
  5. Assess compliance with applicable data protection legislation.
  6. Keep the complainant informed where investigations are likely to take an extended period.

Investigations will be conducted impartially and confidentially.

7. Complaint Outcomes

Once the investigation has been completed, JLB Property Maintenance will provide a written response outlining:

  • The findings of the investigation.
  • Any action taken.
  • Any corrective measures implemented.
  • Reasons for decisions made.
  • Further options available to the complainant.

Responses will be issued without undue delay and as soon as reasonably practicable following completion of the investigation.

8. Corrective Action

Where a complaint is upheld, JLB Property Maintenance may take appropriate remedial action, including:

  • Correcting inaccurate records.
  • Restricting or stopping processing activities.
  • Updating procedures.
  • Providing additional staff training.
  • Strengthening security measures.
  • Responding to data subject rights requests.
  • Taking disciplinary action where appropriate.

9. Escalation to the Information Commissioner’s Office (ICO)

If a complainant remains dissatisfied after receiving our final response, they may contact the Information Commissioner’s Office (ICO).

Information Commissioner’s Office

Website: https://www.ico.org.uk

Telephone: 0303 123 1113

Address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

JLB Property Maintenance will inform complainants of their right to contact the ICO where appropriate.

10. Record Keeping

JLB Property Maintenance will maintain records of:

  • Complaints received.
  • Investigations undertaken.
  • Correspondence with complainants.
  • Outcomes reached.
  • Corrective actions implemented.

Records will be retained in accordance with our Data Retention Policy.

11. Confidentiality

All complaints will be handled confidentially and only shared with individuals who require access to investigate and resolve the matter.

Information relating to complaints will be processed in accordance with applicable data protection legislation.

12. Monitoring and Review

This policy will be reviewed annually or sooner if:

  • Data protection legislation changes.
  • ICO guidance changes.
  • Internal procedures change.
  • Significant complaints or incidents highlight a need for review.