Personal Data Complaints Procedure

Restoration Pilates

Personal Data Complaints Procedure

1. Purpose

Restoration Pilates is committed to protecting the personal data of our clients, employees, contractors and other individuals. We take concerns regarding the handling of personal data seriously and aim to resolve complaints fairly, promptly and transparently.

This procedure explains how individuals can raise a complaint about the way Restoration Pilates collects, uses, stores or otherwise processes their personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Scope

This procedure applies to complaints relating to:

  • The collection or use of personal data.
  • The accuracy of personal information held by Restoration Pilates.
  • Access to personal data.
  • Requests to rectify, erase or restrict processing of personal data.
  • Data retention or security concerns.
  • Marketing communications.
  • Sharing personal data with third parties.
  • Any suspected breach of UK data protection legislation.

3. How to Submit a Complaint

Individuals may submit a complaint through any of the following channels:

Email: gdprcomplaint@restorationpilates.co.uk

Complaints should include, where possible:

  • The complainant’s name and contact details.
  • A description of the concern.
  • Relevant dates and circumstances.
  • Copies of any supporting documents.
  • Details of the outcome sought.

Individuals will not be disadvantaged for making a complaint.

4. Acknowledgement of Complaints

Restoration Pilates will acknowledge receipt of a complaint within five working days of receiving it.

The acknowledgement will:

  • Confirm that the complaint has been received.
  • Provide the name or role of the person responsible for handling the complaint.
  • Explain the investigation process and expected timescales.

5. Investigation

All complaints will be investigated promptly and impartially by an appropriate member of staff who has not been directly involved in the matter where possible.

The investigation may include:

  • Reviewing relevant records and correspondence.
  • Examining policies and procedures.
  • Interviewing staff members where necessary.
  • Seeking clarification or additional information from the complainant.

Restoration Pilates may contact the complainant during the investigation if further information is required.

6. Timescales

Restoration Pilates aims to provide a full response to complaints within one calendar month of receipt.

Where a complaint is particularly complex or involves multiple requests, the response period may be extended by up to a further two months, as permitted by Article 12(3) UK GDPR. If an extension is necessary, the complainant will be informed within one month of receipt of the complaint and provided with reasons for the delay.

7. Outcome

Following completion of the investigation, Restoration Pilates will provide a written response explaining:

  • The findings of the investigation.
  • Whether the complaint has been upheld, partially upheld or not upheld.
  • Any corrective actions taken or proposed.
  • Any measures introduced to prevent recurrence.
  • The complainant’s right to escalate the matter to the Information Commissioner’s Office (ICO).

Responses will be provided in clear and plain language.

8. Escalation to the Information Commissioner’s Office

If the complainant remains dissatisfied with the response provided by Restoration Pilates, they have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Website: www.ico.org.uk

Individuals are encouraged to contact Restoration Pilates first to allow us the opportunity to investigate and resolve concerns.

9. Confidentiality

All complaints will be handled confidentially and only shared with those who need access to the information in order to investigate and resolve the matter.

Records relating to complaints will be retained securely in accordance with Restoration Pilates’ Data Retention Policy and applicable legal requirements.

10. Record Keeping

Restoration Pilates will maintain records of:

  • Complaints received.
  • Dates of receipt and acknowledgement.
  • Investigations undertaken.
  • Decisions reached and actions taken.
  • Correspondence with the complainant.

Complaint records will be retained securely and reviewed periodically to identify trends and opportunities for improvement.

11. Review of this Procedure

This procedure will be reviewed periodically and updated as required to ensure continued compliance with the UK GDPR, the Data Protection Act 2018 and guidance issued by the Information Commissioner’s Office.

Document Owner: Restoration Pilates
Approved By: Johanna Rexworthy (Owner)
Version: 1.0
Effective Date: 19th June 2026
Review Date: 19th June 2027