Data Protection Complaints Process

Purpose


JCVA is committed to protecting the privacy and personal data of clients, suppliers, website visitors and other individuals whose personal information we process.


This procedure explains how individuals can raise concerns or complaints about the way their personal data has been collected, used, stored or managed by JCVA, and how those complaints will be handled.


What Is a Data Protection Complaint?


A data protection complaint is a concern about how JCVA has processed, stored, shared or managed personal data.


Examples may include:

  • Personal data being collected, used or shared without a lawful basis.
  • Personal data being retained for longer than necessary.
  • Failure to respond appropriately to a request to access, correct or delete personal data.
  • Personal data being disclosed to unauthorised individuals.
  • Concerns relating to a personal data breach.
  • Concerns that personal data is inaccurate, incomplete or being used incorrectly.
  • Concerns about marketing communications or consent preferences.


What Is Not a Data Protection Complaint?


The following would not normally be considered data protection complaints:

  • Complaints about the quality of services provided by JCVA.
  • Disputes relating to fees, contracts or commercial arrangements.
  • General customer service concerns that do not involve personal data.
  • Complaints about business decisions unrelated to personal data processing.


These matters should be raised directly with JCVA through the usual communication channels.


How to Submit a Data Protection Complaint

If you have a concern about how your personal data has been handled, please contact JCVA in the first instance.


Email: julia@juliaclark-va.com


Please provide as much information as possible, including:

  • Your name and contact details.
  • A description of your concern.
  • Relevant dates and circumstances.
  • Copies of any supporting documentation, where available.

We encourage individuals to contact us directly so that we can investigate and resolve concerns promptly before escalating the matter with the ICO.

Acknowledgement of Complaints


JCVA will acknowledge receipt of all data protection complaints within 30 calendar days of receiving them.


The acknowledgement will confirm:

  • That the complaint has been received.
  • The reference details for the complaint.
  • The next steps in the investigation process.
  • The anticipated timescale for a response.


Investigation Process


All data protection complaints will be investigated fairly, objectively and confidentially.


The investigation may include:

  • Reviewing relevant records and documentation.
  • Examining systems, processes and communications.
  • Speaking with any individuals involved.
  • Assessing compliance with applicable data protection legislation and internal procedures.


Where appropriate, we may request additional information from the complainant to assist our investigation.


JCVA will keep the complainant informed of progress throughout the process, particularly where additional time is required to complete the investigation.


Response Timescale


JCVA aims to provide a substantive written response as soon as reasonably possible and no later than three months from receipt of the complaint.


Where the complaint is particularly complex and additional time is required, we will explain the reasons for any delay and provide an updated timeframe.


Outcome of the Investigation


Following completion of the investigation, JCVA will provide a written outcome setting out:

  • A summary of the complaint.
  • The findings of the investigation.
  • Any actions taken or proposed.
  • Any measures implemented to prevent recurrence, where applicable.
  • Information about the individual's right to escalate the matter to the Information Commissioner's Office (ICO).

Escalation to the Information Commissioner's Office (ICO)


If you are dissatisfied with the outcome of our investigation, you have the right to raise your concerns with the Information Commissioner's Office.


Information about how to contact the ICO can be found on their website:


https://ico.org.uk


Record Keeping


JCVA will maintain records of all data protection complaints, including:


  • Date received.
  • Name of complainant.
  • Nature of the complaint.
  • Date acknowledged.
  • Investigation actions taken.
  • Outcome of the complaint.
  • Date closed.

Complaint records will be retained securely in accordance with JCVA's data retention practices and applicable legal requirements.


Review of This Procedure


This procedure will be reviewed periodically and updated where necessary to reflect changes in legislation, guidance or business practices.


Last Updated: June 2026.