Complaints procedure for use of personal data/information
policy information
- Responsibility of: University Secretary
- Last revised: May 2022
Complaints procedure for use of personal data/information
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1. Purpose of the procedure
This procedure is designed to ensure that the University deals with complaints about the use of personal data or information in a timely and fair manner.
If you have a problem accessing your personal information, or have a concern about the way the University is handling your personal information (e.g. if you consider that the information about you that is incorrect, we are keeping it for too long, or we are not keeping it secure) you may use this procedure to raise the matter formally with the University.
The procedure may also be used when the University has refused a request for your information and is relying on an exemption provision under Data Protection Legislation or the Freedom of Information Act (2000).
This procedure may be used by anyone whose personal data is being processed by the University or who wishes to complain about a Freedom of Information request. Students may, however, wish to use the student complaints procedure.
2. Who will deal with the complaint?
Complaints will normally be dealt with by the University Secretary or nominee. If the University Secretary has already dealt with the case, an appropriate senior member of the University will be asked to review the complaint.
3. Timescales for the complaint
The University will aim to acknowledge a request within 10 working days and to provide a determination and response within twenty working days.
In all cases, the complaint will be acknowledged promptly and you should be informed of the University's target date for determining the complaint. Where the determination of the complaint will take longer than the target time (for example because of the complexity of the particular case), the University will inform you and explain the reason for the delay.
4. What format will the complaint investigation take?
The University will undertake a full re-evaluation of the case, taking into account any matters raised by you or during the investigation of the complaint.
5. Records of complaints
The University will maintain a record of all complaints and how they were dealt with in order that it can monitor issues and change its procedures where appropriate.
6. What outcomes will be provided?
Where the outcome of your complaint is a decision that information should be disclosed which was previously withheld, the information in question will be disclosed as soon as practicable and you will be informed of the timescales.
Where the outcome of a complaint is not upheld, the initial decision to withhold information is not changed, or the decision is otherwise in the University’s favour, you will be informed of your right to apply to the Information Commissioner to consider the issue. You should apply to the Information Commissioner within three months of receiving the outcome of the complaint. Further information may be obtained on this website.
7. Contact for complaints
Complaints should be sent to:
University Secretary, The University of West London, St Mary’s Road, Ealing, W5 5RF