Data Protection Complaints Procedure

This procedure explains how Research Rats handles complaints about how personal data is used.

1. How to complain

Send your complaint to privacy@researchrats.co.uk.

Please include:

• your name;
• contact email;
• the nature of your complaint;
• the personal data or processing activity involved;
• relevant dates;
• what outcome you are seeking;
• any supporting information.

2. Acknowledgement

Research Rats will aim to acknowledge receipt of a data protection complaint within 7 calendar days.

3. Review

Research Rats will review:

• what data is involved;
• why it was processed;
• the lawful basis relied upon;
• whether the Privacy Notice was clear;
• whether any correction, deletion, restriction or other action is appropriate;
• whether any third-party processor needs to be contacted.

4. Response

Research Rats will aim to provide a written outcome within 30 calendar days of receiving the complaint.

Where a complaint is complex, requires further investigation, involves third-party processors, or requires additional information from the complainant, Research Rats may need longer to respond. In those circumstances, Research Rats will aim to provide an update within 30 calendar days and will continue to keep the complainant informed. Research Rats will aim to provide a final outcome as soon as reasonably possible and normally within 90 calendar days.

These timeframes do not prevent Research Rats from responding sooner where possible.

The response will explain:

• the outcome;
• any action taken;
• any action refused and why;
• further rights or escalation routes.

5. Escalation

If you are dissatisfied, you may complain to the Information Commissioner’s Office.

6. Record-keeping

Research Rats may retain complaint records as necessary to evidence compliance, manage legal risk and respond to regulatory queries.

7. Distinction from content correction requests

Privacy complaints should be sent to privacy@researchrats.co.uk.

Content accuracy, evidence quality, safety or correction concerns should be sent to content@researchrats.co.uk.