Complaints

You can make a data protection by contacting us by any of the following means:

In the first instance please complain to Pantaenius UK Ltd using this form: 
Download Form

Please email the completed data protection complaint form to complaints@pantaenius.co.uk

Alternatively, if you wish to send the form by post, please send the form to us as follows:

The Compliance Officer
Pantaenius UK Ltd
Marine Building
1 Queen Anne Place
Plymouth
PL4 0FB

You can contact us by telephone on 01752 22 36 56  (or +44 1752 22 36 56 if you are dialling from outside the UK).

Overall responsibility for this policy is assigned to the Managing Director, Pantaenius UK Ltd., whom will be made aware of all data protection complaints received and ensure that the correct procedures are enforced.

If your data protection complaint is relatively straightforward it may be possible to resolve it very quickly. If we are able to resolve your complaint before the end of the third working day after it is received by us, we will send you a ‘Summary Resolution Communication’ promptly, with confirmation of the action we took to resolve your complaint.

In all other cases we will send you a written acknowledgement of your complaint. Receipt of data protection complaints must be acknowledged within 30 days starting when the complaint is received. You will be advised of the name of the person investigating your data protection complaint on your behalf. 

If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree.

Complaints are taken seriously and handled speedily and fairly by someone who has not been involved in the process which has given rise to the complaint and we will not charge you for this work.

In order to reach a fair conclusion, we will review the information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates, where appropriate.

We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. During our investigation we may ask you for additional information to help us to reach a conclusion.

We aim to give a full response to a complaint within two weeks, and in most cases this is possible. In some cases this is not possible either because the issue is complex or because we need to collect information or seek opinion or advice from another party. If there is a delay, we will advise you of the reason, and the time we anticipate it will take to give our full response, but this will not be longer than eight weeks from the date of your complaint.

If you are not happy with our response to your complaint, you are entitled to refer your complaint to the Information Commissioner’s Office (ICO). 
 

You can contact the ICO as follows: 

By post:

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

By telephone:
The ICO operates a telephone helpline at 0303 123 1113 (or +44 303 123 1113 from outside the UK).  The helpline is open Monday to Friday, 9am to 5pm (local time).

By email:
The ICO can be contacted by email using:  icocasework@ico.org.uk.

By online chat:
https://ico.org.uk/global/contact-us/contact-us-public/public-advice/

Via the online complaint form:
The ICO’s online complaint form can be found here: https://ico.org.uk/make-a-complaint/

We take all data protection complaints seriously and regularly analyse any complaints received to identify root causes and any trends. We also review decisions made by the ICO in relation to data protection complaints involving Pantaenius UK Ltd. We use the resulting information to improve our services and the way that we handle future complaints through amended processes and staff training.