Customer Feedback – Complaints, Suggestions & Compliments Privacy Notice

The purpose of processing

We will only use the information that you provide to us for the purposes of reviewing and responding to your feedback request or any legally related use such as part of an enquiry the Local Government and Social Care Ombudsman (LGSCO)

Data subjects

Any individual who contacts us with their feedback for complaints, suggestions, or compliments purposes.

Personal data

Generally, we will only collect the information that you provide to us initially. However as part of considering and responding to your feedback we may be required to process information from service departments within the council in order to consider your feedback. This may include your name, address, email address and telephone number

How is it used?

We will use your personal data to:

• contact you and/or engage with you as part of your feedback.

• engage with other service departments within the council in order to consider and respond to your feedback.

• respond to third parties such as the LGSCO regarding any request.

Profiling and automated decision making

Not applicable

Legal basis for using your data

GDPR condition relied upon for processing personal data:

Article 6.1 e - Exercise of official authority

Local Government Act 1974

GDPR condition relied upon for processing special category data

Not applicable

Sharing of personal data with external recipients

We will share your personal data within the council to appropriate service teams that need to consider your feedback.
In the case of a complaint escalation to a third party such as the LGSCO with appropriate authority, we will share data that they request of us to determine your case.

How long is the personal data retained by the Council?

Enquiries resolved at Stage 1 are retained for the current year + 2 years
Enquiries reaching Stage 2 are retained for the current year + 6 years
Enquiries referred to the LGSCO are retained for 10 years after case closes

Questions or concerns?

Please email data_protection@bathnes.gov.uk 

Appeals to the Information Commissioner’s Office

If you are unhappy about the way we have treated your personal data, or feel we have not properly respected your data subject rights, you have the right to contact the Information Commissioner’s Office (ICO) and tell them about this.

You can also contact the ICO by phone on 0303 1231113.