Data Complaints Procedure

Purpose

The purpose of this procedure is to ensure that no person coming into contact with the company ever feels that they have not had an excellent experience or that their feedback or complaint has not been taken seriously and dealt with empathetically and efficiently.

Feedback from beneficiaries, associates and third parties and how we deal with it, is invaluable in helping us to continuously improve. Negative feedback and complaints are particularly helpful in pinpointing what we need to do better. If we deal with complaints effectively, we can often improve our relationships with customers and associates overall.

Scope

This policy applies to complaints made by customers, service users, suppliers or any other parties relating to our products, services, staff or business activity involving data.

Definition of a Data Complaint

A data complaint is any expression of dissatisfaction, whether written or verbal, regarding the standard of products and services, actions, lack of actions or material harm caused by the Company or its representatives when handling data.

How to Complain

In order to fully investigate your complaint, we would appreciate complaints being submitted through the following channels:

• Email: support@synbiotix.com
• Telephone: 0330 400 4150
• Post: G32-G38, Two Four Nine North, Church Street, Altrincham, Cheshire, WA14 4DZ

If you require support or assistance in making a complaint, please let us know.

When making a complaint, please provide:

• Your name and contact details
• Preferred method of contact
• Description of the complaint
• Relevant dates, references, individuals involved
• Evidence, if applicable

Complaint Acknowledgement

We will acknowledge receipt of your complaint without undue delay and provide a complaint reference number. We may need to contact you for further information, if necessary.

Investigation

Complaints are investigated impartially and, where possible, reviewed by an appropriate person who is not directly involved. The complaint will be reviewed based on all available evidence and will be treated in confidence.

Response Timescales

We aim to provide a full response promptly and without due delay. If additional time is required, we will notify you as soon as possible and provide reasons for the delay and an updated timescale.

Outcomes

Following a full investigation, we may:

• Uphold the complaint
• Partially uphold the complaint
• Not uphold the complaint

We will provide you with reasons for the decision and where necessary, we will take corrective actions and improve processes. Where justified, appropriate redress may be offered.

Appeal

If you are unhappy with the outcome of your complaint, you may request a further review by an Appeals Handler.

Escalation to the ICO

If your complaint relates to the handling, sharing or processing of your personal data please contact us in the first instance. We would like the opportunity to investigate and put this right.

If you are unhappy with the outcome of your complaint you may escalate this to the ICO.

You can do this by contacting the ICO:

The Information Commissioners Office

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

0303 123 1113
https://ico.org.uk/make-a-complaint/data-protection-complaints/

Confidentiality and Data Protection

All complaints will be handled in accordance with applicable data protection legislation. Information will be used for the purpose of investigating and resolving the complaint and will be retained in line with our data retention policy.

It may be necessary to redact information relating to third parties, when providing a response to your complaint.

Contact Us

If you have any queries regarding our Data Complaints Procedures, then please contact us at the above details.