Complaints Policy

Purpose

This policy sets out how isowise Limited handles complaints relating to the use of personal data, in line with UK data protection requirements.

Scope

This policy applies to all staff, contractors, and any third parties processing personal data on behalf of isowise.

What is a Data Protection Complaint?

A data protection complaint is any expression of dissatisfaction about how isowise collects, uses, stores, shares, or otherwise processes personal data.

A complaint does not need to be labelled as such to be treated as one.

How Complaints Can Be Raised

Individuals can raise a complaint via:

• Email: complaints@isowise.co.uk
• Online form: https://isowise.co.uk/contact/
• Any other communication channel used to contact isowise

Our Approach

isowise will:

• Acknowledge complaints within 30 days
• Investigate complaints in a proportionate and timely manner
• Provide a clear response without undue delay
• Take appropriate action where issues are identified

Roles and Responsibilities
The Managing Director is responsible for overseeing complaints relating to personal data. All staff are responsible for recognising and escalating complaints.

Escalation
If an individual is not satisfied with the outcome, they have the right to raise their complaint with the Information Commissioner’s Office (ICO).

Reviews
This policy will be reviewed periodically and updated where required.