GDPR Complaints Procedure

How we handle your data protection concerns

1. About This Document

This document sets out the complaints procedure for Karen Jones Reflexology
referred to as “we”, “us” and “our” throughout this document. It explains how we will handle
any complaint you make about the way we collect, use, store, share or otherwise process your
personal data under the UK General Data Protection Regulation UK GDPR and the Data Protection Act 2018.

Important: This procedure applies to GDPR and data protection complaints only.
For all other types of complaint, please refer to our general Complaints Policy.

2. Our Contact Details

All GDPR-related complaints should be directed to us using the contact details below.

3. Your Rights Under UK GDPR

You have the following rights in relation to the personal data we hold about you:

• The right to access the personal data we hold about you, also known as a Subject Access Request.
• The right to rectification — to have inaccurate or incomplete data corrected.
• The right to erasure, also known as “the right to be forgotten”, in certain circumstances.
• The right to restrict processing of your personal data.
• The right to data portability — to receive your data in a structured, machine-readable format.
• The right to object to processing, including for direct marketing purposes.
• The right to withdraw consent at any time where processing is based on your consent.

If you believe we have not respected one or more of these rights, you are entitled to raise
a formal complaint using the procedure set out in this document.

4. How to Make a Complaint

Please submit your complaint in writing to:

Karen Jones Reflexology
Mole End,
Burcot,
Abingdon OX14 3DP

Alternatively, you can email us at
karen@karenjonesreflexology.co.uk.

To help us investigate your concern as efficiently as possible, please include:

• Your full name and preferred contact details.
• A clear description of your concern and which data protection right or rights you believe have been affected.
• The approximate date or dates when the issue occurred.
• Any relevant reference numbers, correspondence or documents.

5. Our Complaints Process

Once we receive your complaint, we will follow the five steps below. We are committed to
handling all complaints promptly, fairly and confidentially.

1. Acknowledgement — within 30 days

We will acknowledge your complaint in writing within 30 days of receiving it, confirming that
we have recorded it and will be investigating.

2. Requesting Further Information

If we need any additional details to fully investigate your complaint, we will contact you as
soon as possible and explain what we need and why.

3. Investigation & Review

We will carry out a thorough and impartial review of your complaint. We will agree a realistic
timescale with you once we have all necessary information, and we will keep you updated if
there are any delays.

4. Decision & Outcome

We will communicate the outcome of our investigation to you clearly and in writing within one
calendar month of receiving all the information needed. This may be extended by up to two
further months for complex complaints, and we will notify you if this is the case.

5. Closure or Escalation

If you are satisfied with the outcome, we will close your complaint. If you remain dissatisfied,
you have the right to refer your complaint to the ICO free of charge. Please see Section 6 below.

6. Escalating Your Complaint to the ICO

If you remain dissatisfied with our response, you have the right to lodge a complaint with the
Information Commissioner’s Office ICO — the UK’s independent supervisory authority for data
protection. This service is free of charge.

ICO website:

https://ico.org.uk/make-a-complaint/

ICO helpline: 0303 123 1113 Monday–Friday, 9am–5pm

ICO postal address:
Information Commissioner’s Office,
Wycliffe House,
Water Lane,
Wilmslow,
Cheshire,
SK9 5AF