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Data Protection Complaints Notice

 

1. Introduction

JB Therapy Services is committed to protecting the privacy and personal information of our clients, customers, website visitors and other individuals whose personal data we process.

We take concerns about data protection seriously and are committed to handling complaints fairly, promptly and transparently.

This notice explains how you can raise a data protection complaint and how we will deal with it.

 

2. What is a data protection complaint?

A data protection complaint is any expression of dissatisfaction about how we have collected, used, stored, shared, protected or otherwise handled your personal information.

You do not need to refer to specific legislation or use legal terminology for us to treat your concern as a data protection complaint.

Examples may include concerns about:

  • How we have collected or used your personal information.

  • The security of your personal information.

  • How long we have retained your information.

  • The accuracy of information we hold about you.

  • How we responded to a Subject Access Request or another data protection rights request.

  • A suspected data breach involving your personal information.

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3. What is not covered by this process?

This process applies specifically to concerns about personal data and data protection.

If your complaint relates to another matter, such as customer service, the quality of services provided, billing issues or other business matters, it will be dealt with through the appropriate business process.

Where a complaint includes both data protection concerns and other issues, we will investigate the data protection aspects under this notice and deal with any other matters separately where appropriate.

 

4. How to make a complaint

If you have a concern about how your personal information has been handled, please contact us using the details below.

Email: Jayne@jbtherapyservices.co.uk

Telephone: 07803 727933

Website contact form: https://www.jbtherapyservices.co.uk/contact

To help us investigate your complaint, please provide:

  • Your name and contact details.

  • A description of your concern.

  • Any relevant dates, correspondence or supporting information.

  • Details of the outcome you are seeking, if applicable.

 

5. What happens when we receive a complaint?

When we receive a data protection complaint, we will:

  • Record the complaint.

  • Review the information provided.

  • Carry out any enquiries needed to understand the issue.

  • Keep you informed of progress where appropriate.

  • Provide a response once our investigation is complete.

Where necessary, we may request additional information to help us investigate the matter.

If someone is making a complaint on behalf of another person, we may ask for evidence that they are authorised to act on that person's behalf.

 

6. Timescales

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

We will investigate and respond without undue delay.

Most complaints will be resolved within one month, although more complex matters may take longer. If additional time is required, we will keep you informed of progress and explain the reason for any delay.

 

7. Complaint outcomes

Following our investigation, we will explain our findings and any action we have taken.

Depending on the circumstances, this may include:

  • Providing further information or clarification.

  • Correcting inaccurate personal information.

  • Updating our processes or procedures.

  • Taking steps to prevent a similar issue occurring again.

  • Explaining why we believe we have complied with our obligations.

 

8. Complaining to the Information Commissioner's Office (ICO)

We hope to resolve any concerns directly.

However, you have the right to complain to the Information Commissioner's Office (ICO) if you are unhappy with how we have handled your complaint or believe your personal information has been processed unlawfully.

Further information about making a complaint to the ICO can be found at:

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

 

9. Record keeping

We maintain records of data protection complaints, including the complaint received, actions taken, correspondence and outcomes.

These records help us demonstrate compliance with our legal obligations and identify opportunities to improve our processes.

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10. Responsibility for this notice

JB Therapy Services is responsible for this notice and for handling data protection complaints.

If you have any questions about this notice, please contact:

Jayne Buckley

Jayne@jbtherapyservices.co.uk

07803 727933

 

Last updated: June 2026

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