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GDPR Complaints Procedure

 1. Our Policy

You have the right to complain to us in the event you consider our Firm has breached the UK GDPR.

You will not be charged for any time spent handling your complaint.

You can request a copy of this Complaint Procedure at any time.

We will issue a copy of this Complaint Procedure:

  • On request.
  • When you raise a complaint.
  • On our website.

We shall aim to deal with any complaint that we may receive promptly, fairly, openly, and effectively.

We will aim to issue a final response within 60 days of the date your complaint is received.

 

 2. Making a Complaint

If at any point you become aware of or believe the Firm has breached the UK GDPR or any other data protection law or regulations, then you should inform us immediately so that we can do our best to resolve the problem.

You should raise your concerns with the Data Compliance Manager who is David Green, by emailing david@firetap.co.uk or writing to Firetap Ltd, Mary Sheridan House, 11-19 St Thomas Street, London, SE1 9RY

Making a complaint will not affect our relationship with you.

If you need to make a complaint, you should:

  • Complain as soon as possible.
  • Provide your full name and contact details.
  • Provide us with information for us to identify you.
  • Be clear on what the issue is and how you would like it to be resolved.
  • Wait for an acknowledgement within 30 days.
  • Allow us up to 60 days to resolve your complaint.

If you require any help in making your complaint, we will try to help you.

3. Handling and Resolving a Complaint

We will write to you within 30 days acknowledging your complaint.

We will investigate your complaint. This will usually involve:

  • Reviewing your complaint.
  • Reviewing any relevant documents.
  • Liaising with those in the Firm who have engaged with you.

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specified period.

We will update you on the progress of your complaint at appropriate times.

We will provide you with a written outcome following an investigation into your complaint, outlining what we have done and what we propose to do to resolve it.

We will respond to your complaint in writing within 60 days of the date we receive it. If you are not happy with our outcome, or we have not acknowledged your complaint within 30 days, or we have not responded with an outcome within 60 days, you can raise your complaint with the Information Commissioner’s Office (ICO).

Before accepting a complaint for investigation, the ICO will check that you have tried to resolve your complaint with us first. If you have not they are likely to reject your complaint and refer you to us.

If you would like more information about the ICO and its complaints procedure, please visit their website for guidance on how to complain: https://ico.org.uk/make-a-complaint/data-protection-complaints/.