Nottingham: 0115 914 4144
Bradford: 01274 651 900
Shop

 

Data Protection Complaints Procedure

The UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018 (“DPA 2018”) and Data (Use and Access) Act 2025 (“DUAA”) give data subjects and applicable third parties rights in relation to personal data. This procedure details how UFP (UK) Limited will respond to complaints from data subjects and third parties relating to the use of personal data.

 

1. Commitment to Data Protection

UFP (UK) Limited is committed to maintaining high standards of transparency, accountability, and fairness in the way it collects, uses, stores, and shares personal data.

  •     You may raise a concern if you believe that your personal data has been processed in a manner inconsistent with data protection legislation;
  •    your data protection rights have not been upheld; or
  •    UFP (UK) Limited has not responded appropriately to a data protection request (for example, a request for access, rectification, erasure or objection).

We encourage you to contact us directly in the first instance so that concerns can be addressed promptly and effectively.

 

2. Submitting a Complaint

You may raise a complaint regarding any aspect of UFP (UK) Limited’s data protection practices, including but not limited to:

  •    the collection, use, or disclosure of your personal data;
  •    the handling or outcome of a data subject rights request;
  •    the management of a personal data incident or breach.

Complaints may be submitted via:

  •    Email: [email protected]
  •    Post: Enterprise House, Roydsdale Way, Euroway Trading Estate, Bradford, BD4 6SE

To support an effective investigation please include the following:

  •    your full name;
  •    your contact details (email and/or telephone number);
  •    a clear description of the issue;
  •    the date or period of the incident;
  •    any supporting evidence or documentation.

Providing complete information helps ensure that your concerns can be reviewed without unnecessary delay.

Although a complaint may be brought at any time, there may be limits as to what we can do in historic cases.

UFP (UK) Limited will only accept a complaint from a data subject’s representative, if the representative provides the data subject’s written consent authorising the representative to act on the data subject’s behalf in relation to the complaint.

If there is any doubt about the identity of the complainant, then we will first seek to verify the data subject’s identity or third party’s entitlement to act on behalf of the individual.

 

3. Complaints Handling Process

Acknowledgement

UFP (UK) Limited will acknowledge receipt of your complaint without undue delay and, wherever possible, will do so promptly and within the 30-day timescale set by the ICO

Investigation

UFP (UK) Limited will begin its review promptly. Our investigation may include:

  •    reviewing relevant records, systems, and correspondence;
  •    consulting relevant internal teams or data protection specialists, as appropriate ;
  •    speaking to staff involved;
  •    assessing applicable policies, procedures and controls.

Updates

Where an investigation requires additional time, UFP (UK) Limited will keep you informed at appropriate intervals, particularly where there are material developments or unavoidable delays.

Outcome

Once the investigation is complete, UFP (UK) Limited will provide you with a written response without undue delay.

This response will include:

  • a summary of our findings;
  • actions taken or proposed to address the issue;

We aim to handle complaints as efficiently as possible, taking into account their complexity and the information available.

 

4. Escalation to the ICO

If you remain dissatisfied following UFP (UK) Limited’s final response, you have the right to escalate your concern to the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

The ICO generally expects you to raise your concerns with the organisation involved in the first instance. 

Further information on contacting the ICO and raising a complaint is available via the ICO’s website at:  https://ico.org.uk/make-a-complaint/

 

5. Complaint refusal

In some scenarios we can refuse to handle the complaint. This will be when a complaint is deemed to be manifestly unfounded, abusive, vexatious or excessive. Each complaint will be considered on a case-by-case basis.

Where a complaint is deemed to be manifestly unfounded, excessive, abusive or vexatious UFP (UK) Limited will contact the complainant and in a reasonable timeframe explain to them:

  1. the reasons for refusing to consider the complaint; and
  2. their right to make a complaint to the ICO;

 

6. Confidentiality and Protection

All complaints will be handled confidentially. Retaliation against complainants is strictly prohibited.

 

7. Record Keeping and Audit

Complaint records will be maintained in accordance with UFP (UK) Limited’s Data Retention Policy. Records may be used for compliance audits and regulatory reporting.