Data Protection Complaints Policy

 

Introduction

HPS Virtual Assistant is committed to protecting the privacy and personal data of our clients, suppliers, associates, website visitors and any other individuals whose information we process.

We take all concerns regarding the handling of personal data seriously and have established this procedure to ensure complaints are dealt with fairly, consistently and in accordance with UK data protection legislation.

What Is a Data Protection Complaint??

A data protection complaint is any concern relating to how we have collected, used, stored, shared, protected or otherwise handled personal data.

Examples may include:

  • Requests to access personal data
  • Concerns about inaccurate personal data
  • Requests for data deletion
  • Concerns regarding marketing communications
  • Concerns about data security or confidentiality
  • Concerns about how personal information has been processed

This procedure applies only to data protection matters and not to general complaints about services provided.

How to Make a Complaint

Complaints can be submitted by email to: holly@hpsvirtualassistant.co.uk

Please provide as much information as possible, including:

  • Your name
  • Contact details
  • Details of your concern
  • Any relevant dates or supporting information

We may contact you if further information is required to investigate your complaint.

Acknowledgement of Complaints

We will acknowledge receipt of your complaint within 30 days of receiving it.

The acknowledgement will confirm:

  • That your complaint has been received
  • Who is handling the matter
  • Any additional information required from you
  • The next steps in the process

Investigation Process

We will investigate complaints fairly and without undue delay.

This may involve:

  • Reviewing records and correspondence
  • Speaking with relevant team members
  • Reviewing systems, processes and security measures
  • Requesting further information where necessary

We will keep appropriate records of our investigation and findings.

Response Timescales

We aim to provide a full response as soon as reasonably possible.

In most cases, we will provide our final response within three months of receiving the complaint.

Where additional time is required, we will keep you informed of progress.

Outcomes

Following our investigation, we may:

  • Explain our actions and findings
  • Correct inaccurate information
  • Update our procedures or processes
  • Take appropriate remedial action where required
  • Explain why we believe our handling of the matter was appropriate

Our response will set out the outcome of the complaint and any actions taken.

Escalation to the ICO

If you remain dissatisfied with our response, you have the right to raise your concerns with the Information Commissioner’s Office (ICO).

Information about making a complaint to the ICO can be found at: https://www.ico.org.uk

Record Keeping

We maintain a record of all data protection complaints received, including:

  • Date received
  • Nature of complaint
  • Actions taken
  • Outcome
  • Date closed

These records are retained in accordance with our Privacy Policy.

Policy Owner: HPS Virtual Assistant
Last Updated: June 2026
Next Review Date: June 2027