Data Protection Complaints Procedure

Church on the Way

Registered Charity Number: 1196282
Review Date: June 2027

Purpose

Church on the Way is committed to protecting personal information and handling it fairly, lawfully and transparently. We take concerns and complaints about the use of personal data seriously and seek to resolve them promptly and respectfully.

This procedure explains how individuals can raise concerns about the way the church collects, stores, uses or shares personal information.

Making a Complaint

If you have a concern about how your personal information has been handled, please contact us in the first instance. Complaints may be made by email, in writing or in person.

Please provide as much information as possible, including:

  • Your name and contact details.
  • A description of your concern or complaint.
  • Any relevant dates or supporting information.
  • Details of any steps already taken to resolve the matter.

Complaints should be directed to:

Church on the Way
Email: info@cotw.org.uk
Telephone: 01274 617737
Address: Church on the Way, 156 Bradford Road  Idle, Bradford, BD10 8SA

How We Will Respond

We will acknowledge receipt of your complaint as soon as reasonably practicable, normally within five working days.

The complaint will be reviewed by the trustees or a person appointed by the trustees to investigate the matter.

We may contact you if further information is required in order to understand or investigate your concerns.

We aim to provide a written response within 28 days of receiving the complaint. If the matter is particularly complex and requires more time, we will keep you informed of progress and provide an updated timescale.

Outcomes

Following our investigation, we will explain:

  • What we have found.
  • Whether we believe the complaint is upheld, partially upheld or not upheld.
  • Any actions that have been taken or will be taken as a result.

Where appropriate, we may correct inaccurate information, amend procedures, provide additional staff or volunteer guidance, or take other reasonable steps to address the issue.

Escalating a Complaint

If you are not satisfied with our response, or if you believe your personal information has not been handled in accordance with data protection law, you have the right to raise the matter with the Information Commissioner’s Office (ICO).

The ICO is the UK’s independent authority responsible for upholding information rights.

Information Commissioner’s Office

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Website: www.ico.org.uk

Review

This procedure will be reviewed periodically by the trustees and updated where necessary to reflect changes in legislation, guidance or church practice.