GDPR Q34
How do I handle data subject complaints?
Q34. How do I handle data subject complaints?
Category: Complaints
Handling data subject complaints well demonstrates respect and may prevent escalation to the ICO.
In simple terms
- Acknowledge complaints quickly and investigate fairly.
- Keep records of actions taken and communicate clearly.
- Learn from complaints to improve processes.
Complaint handling process
Design a transparent process that logs complaints, assigns responsibility, and tracks deadlines.
- Respond within a reasonable timeframe, usually one month.
- Provide updates if investigations take longer.
- Explain outcomes clearly, referencing relevant policies or evidence.
Escalation and learning
If the individual remains unhappy, signpost the ICO. Use complaints to identify root causes and improve training or controls.
- Record corrective actions and monitor their effectiveness.
- Share anonymised lessons with leadership or the board.
- Incorporate feedback into future privacy risk assessments.
Practical steps to take
- Create a central log for complaints and compliments.
- Assign a trained handler to each new complaint.
- Gather evidence from systems, staff, and partners involved.
- Reply in plain language, addressing each issue raised.
- Offer the right to escalate to the ICO if the person is dissatisfied.
Real-life examples
Marketing complaint
An individual complains about unwanted emails. The organisation apologises, removes the address from marketing lists, and explains how the error happened.
SAR response complaint
A customer says their SAR was incomplete. The company investigates, finds missing data, sends an updated response, and revises its SAR checklist.
Helpful reminders
- Keep complaint records securely and respect confidentiality.
- Use complaints as indicators of potential systemic issues.
- Train frontline staff to recognise when a grievance is a data protection complaint.
Key takeaway
Handle complaints with care—quick, fair responses maintain trust and reduce regulatory risk.
Article references
Further reading
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