1. INTRODUCTION
CMAC are committed to providing a high-quality service, in accordance with data protection law. At all times, we seek to comply with data protection principles by ensuring we process personal data lawfully, fairly and in a transparent way;
We acknowledge that we may not always get things right, so if something has gone wrong, we need you to tell us. This will help us to improve our standards of service and data protection controls.
2. HOW TO MAKE A COMPLAINT
The table below shows the different ways you can contact us to make a complaint.
|
How to complain |
More information |
|
By telephone |
You can telephone us on 0333 358 0156. |
|
By email |
You can email us with details of your complaint at dataprotection@cmacgroup.com |
|
By post |
You can write to us with details of your complaint at CMAC, Suite 1 The Globe Centre, St James Square, Accrington, Lancashire, BB5 0RE. |
3. ACKNOWLEDGING AND VERIFYING YOUR COMPLAINT
We will acknowledge your complaint within 5 days of receiving it.
We are required to verify the identity of the person making the complaint. This may involve requesting further information or documentation from you. If you are making the complaint on behalf of someone else, we will also need to check that you are properly authorised to do so. If you are not able to provide us with the information we request, we may be unable to deal with your complaint.
4. INVESTIGATING YOUR COMPLAINT
We will investigate your complaint. This will usually involve:
- reviewing your complaint;
- locating and reviewing the records we hold about you;
- establishing the relevant facts; and
- liaising with individuals who you may have dealt with.
We may also need to ask you for further information or documents.
We will update you on the progress of your complaint at appropriate times throughout the process.
5. NOTIFYING YOU OF THE OUTCOME OF OUR INVESTIGATION
We will inform you of the outcome of the complaint without undue delay.
We will explain clearly what we've done to resolve your complaint and, where appropriate, any action we have taken as a result.
6. WHAT TO DO IF WE CANNOT RESOLVE YOUR COMPLAINT
If you are unhappy with the outcome of your complaint, or you feel we have not handled it appropriately, you can complain to the Information Commissioner’s Office (ICO).
The ICO’s contact details are:
Address |
Information Commissioner’s Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF |
casework@ico.org.uk |
|
Helpline number |
0303 123 1113 |
More details on how to complain to the ICO are available on the Complaints page of the ICO’s website. You should usually submit your complaint to the ICO within three months of your last contact with us.
7. CONTACTS AND RESPONSIBILITIES
This Policy will be reviewed periodically by the CMAC Legal team.
Any questions regarding this Policy should be addressed to legal@cmacgroup.com