Last updated: 1 September 2026
1. Purpose of this procedure
This procedure explains how individuals can complain about Equality and Diversity UK Ltd’s (EDUK) handling of their personal information and how we handle those complaints.
It is specifically for data protection complaints. Other service complaints may be handled under the relevant EDUK complaints arrangements.
2. How to make a data protection complaint
You can complain by email or post. You do not need to use legal terminology or quote data protection legislation.
Data Protection Department
Equality and Diversity UK
Warwick House
14 Lowes Road
Bury
BL9 6PJ
Email: dp@equalityanddiversity.co.uk
We will take reasonable steps to help you make a complaint. If you require an alternative or accessible way to communicate with us, please tell us what would help.
3. What information is helpful
You can provide as much or as little information as you have, but the following can help us investigate:
- Your name and contact details
- What you believe has gone wrong
- Relevant dates, correspondence or reference numbers
- What you would like us to consider or put right
We will not reject a complaint simply because you have not used a particular form or wording.
4. What happens when we receive your complaint
- We will acknowledge your data protection complaint within 30 days of receiving it
- We will take appropriate steps to investigate it without undue delay
- We may contact you where we reasonably need more information to understand or investigate the complaint
- We will keep you appropriately informed about progress
- We will communicate the outcome of the complaint to you
- We will keep an appropriate record of the complaint and the action taken
5. Fair and accessible handling
We aim to handle complaints fairly, impartially and respectfully. We consider accessibility needs and avoid unnecessary barriers to making or pursuing a complaint. Where appropriate, a complaint may be reviewed by someone who was not responsible for the matter complained about.
6. Internal review
If you are dissatisfied with our response, you may ask us to review the way your complaint was handled or the outcome reached. We will explain how to request a review when we provide our outcome where a review is appropriate.
7. Complaining to the ICO
You have the right to complain to the Information Commissioner’s Office (ICO) about our handling of your personal information. You do not have to complete our internal complaints process before contacting the ICO.
8. Learning from complaints
We use complaints to identify improvements in our data protection practices, policies, training and systems. Where an investigation identifies a problem, we consider appropriate corrective action and whether wider changes are needed.