Data Misuse Complaints Policy

1. Purpose

This policy sets out how Butcher Andrews handles complaints relating to the use or alleged misuse of personal data, in accordance with UK GDPR, the Data Protection Act 2018 and the Data (Use and Access) Act 2025.

2. What is a data protection complaint?

A data protection complaint arises where an individual believes the firm has not complied with data protection law in its handling of personal data.

Typical examples include:

• Disclosure of confidential client information
• Delay or refusal in responding to a subject access request
• Inaccurate personal data held on file
• Security incidents or data breaches
• Improper sharing of information with third parties

3. How to make a complaint

Individuals may submit a complaint:

• by email: [email protected]
• by post: Butcher Andrews LLP, 1 Old Post Office Street, Fakenham, Norfolk NR21 9BL
• by telephone or via their usual contact at the firm: 01328 863131

Complaints do not need to follow a specific format and will be accepted in any form.

4. Complaints procedure

4.1 Acknowledgment

We will acknowledge receipt of your complaint within 30 days.

4.2 Investigation

We will investigate the complaint promptly and fairly, including reviewing relevant records and, where necessary, seeking further information.

4.3 Communication

We will keep you informed of progress where the investigation is ongoing.

4.4 Outcome

We will provide a written outcome without undue delay, setting out:

• our findings
• any remedial action
• reasons for our decision

5. Escalation to the ICO

If you remain dissatisfied, you have the right to complain to the Information Commissioner’s Office (ICO).  https://ico.org.uk/
We would, however, ask that you give us the opportunity to resolve your concern first.

6. Record keeping

The firm maintains records of all data protection complaints, including:

• dates received and responded
• actions taken
• outcome and rationale

7. Responsibility

Overall responsibility for handling data protection complaints lies with Julia Buckingham.