Complaints handling privacy notice
We have created this policy which covers how we:
your data. The policy also gives you information on how to contact us, and lets you know your rights as a data subject.
Why we collect data
We provide services for local communities and the people who live in them. Undertaking this work means that we must collect and use data about the people we provide services to. Sometimes data is collected in order to provide services and sometimes it is collected because we have a statutory responsibility to do so.
We are responsible for managing the information we hold and we recognise that this information is important to you. We take our responsibilities seriously and use personal information fairly, correctly and safely in line with the legal requirements set out by the General Data Protection Regulations (GDPR). Anyone who receives information from us is also under a legal duty to do the same and has a set of data protection clauses included in their contract.
Because we collect and process personal information about individuals, we are registered as a ‘Data Controller’ under the General Data Protection Regulations (GDPR). This means that we must make sure you know what we intend to do with your information and who it could be shared with.
As Data Controller our contact details are:
Staffordshire County Council
Staffordshire Place 2
How we collect data
Your data may be collected or recorded in various ways, including;
- On paper
- Via online form.
- Via telephone
- Via email
Data may be collected directly from you or data about you may be gathered from other sources, and we may need to ask other agencies or organisations for relevant data about you to fulfil our legal responsibilities or to provide services.
How we use your personal data
We will collect information about you to administer and investigate your complaint and to improve the provision of services. All complaints will initially be administered by the Complaints and Customer Feedback Team. The complaint will then be sent to a member of staff working in the relevant area (Adult Social Care, Childrens Services, Highways etc) for investigation, who may then contact you for further information
How we share your data
We will not normally share your information with organisations other than those that we are contracted with (i.e. Midlands Partnership Foundation Trust, AMEY) without your consent. However, there may be certain circumstances where we would share without consent such as where we are required to do so by law, to safeguard public safety, in risk of harm in emergency situations.
By completing and submitting your complaint form you give your consent that all of the data and information you provide may be used for the purposes described above.
After you have exhausted the Council’s Complaints Procedure you may choose to escalate your complaint to the Local Government and Social Care Ombudsman. Should you choose to do this, we may share your information externally with them, as applicable, if they request information from us when investigating your complaint.
How we look after your data
Under the General Data Protection Regulations we have a legal duty to protect any information that we hold about you. We take measures to safeguard your data and apply security standards and controls to prevent any unauthorised access to it. Information which you have provided the council will be stored securely. It will only be used for the purpose(s) stated when the information was collected.
The amount of time data is kept before being disposed of will vary depending on why it was collected, how it is used, and various UK laws. Our retention and disposal schedules give details about how long we keep data.
What are your rights?
Under the GDPR you, as the Data Subject, you have the right to:
- Access the information we hold about you. This information is usually provided free of charge but we may charge depending on the administrative costs of providing the information. You have the right to request this in machine-readable form so that it can, if required, be transferred to a third party.
- Request that we rectify any information about you that is incorrect. Simple inaccuracies, such as address changes will be made. Depending on the purpose for processing, records (including statements and opinions) may not be changed. However, there may be the option for you to provide a supplementary statement which will be added to the file.
- Request that records we hold about you are erased.
- Restrict processing of the information we hold about you if you have an objection to that processing, whilst your objection is investigated.
- Request that any information that you have provided to us is given back to you in a format that you can give to another service provider if required.
- Object to processing of your personal information including automated decision making and profiling.
- Make a complaint to a supervisory authority if you are not satisfied with how the information held about you has been handled.
How to contact us
Data Protection Officer
Information Governance Unit
Staffordshire County Council
Staffordshire Place 2, Tipping Street,
Stafford, ST16 2LP.
If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO).