What can I complain about?
You can make a complaint about issues such as:
- how we have handled your personal information
- how we responded to your subject access request (SAR) or other data protection rights (for example, requests to correct or delete information)
- how we store and protect personal data, including if you have been affected by a data breach
- how long we keep your information or whether it is accurate
A data protection complaint must relate specifically to how we have handled your personal data and/or our compliance with data protection law.
If your concern is about our general service (rather than how we handled your personal data), it will be considered under our separate complaints process.
Who can make a complaint?
You can make a complaint if:
- COPFS has handled your personal data, or
- you are acting on behalf of someone else with their permission
If someone is complaining on your behalf, they must provide written authorisation.
We may need to confirm your identity before investigating your complaint. This usually involves providing two official documents (for example, a passport, driving licence, or utility bill).
How can I make a complaint?
You can complain by completing our data protection complaints form. Or in writing, by email or if you prefer in person at any of our offices or by phone. Details for each are included below.
We do not accept complaints through digital platforms including social media outlets.
When complaining, please tell us:
- your full name and contact details
- any COPFS references if you know them – this could relate to a case or a previous request you have made to us
- details of your complaint including what believe has gone wrong; and
- what outcome you are seeking.
Online
You can complain by completing our data protection complaints form.
By email
- General data protection complaints: DataIncidents@copfs.org.uk
- Complaints about a Subject Access Request (SAR): SubjectAccessRequests@copfs.gov.uk
By post
Information Governance and Security Assurance Unit (IGSAU)
Crown Office
25 Chambers Street
Edinburgh
EH1 1LA
By phone or in person
If you would like to a make complaint verbally, by telephone or face to face, we will record the details of your complaint.
Please note we might sometimes ask you to make your complaint in writing, by email or letter. This could happen if we are unable to clarify the nature of your complaint over the telephone or if your complaint is complex.
When complaining, please tell us:
- your full name and contact details
- as much as you can about the complaint
- what has gone wrong; and
- what outcome you are seeking.
How long do I have to make a complaint?
You should normally make your complaint within 6 months of becoming aware of the issue.
We may still consider older complaints depending on the circumstances, although this may limit what we can do.
What happens next?
Once we receive your complaint:
- We will acknowledge it within 5 working days
- We may contact you to clarify details of your complaint or ask for more information
- We will investigate what happened
- We will provide a written response within 30 days of receiving your complaint
If we need more time to investigate your complaint and won’t be able to respond within 30 days, we will tell you. We will tell you our revised time limits and keep you updated on progress.
What if I’m not satisfied with your response?
If you are not satisfied with our response, you can ask the Information Commissioner’s Office (ICO) to look at it. You can contact them in the following ways:
- On the ICO website
- By post: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
- By phone: 0303 123 1113