Data Protection Complaints Procedure

Purpose

This procedure sets out how Digital Engineering Works Ltd (“DEW”, “we”, “us”) receives, investigates and responds to complaints about how we handle personal data. 

It applies to complaints from anyone whose personal data we process, including website visitors, enquirers, newsletter subscribers, clients and contacts at client organisations. 

It does not cover complaints about the quality of our services or commercial matters, which are handled separately under the terms of the relevant client engagement.

Who is responsible

Responsibility for data protection complaints sits wit Alan Farrell, Director. All complaints are recorded and reviewed by that person, regardless of who first receives them. 

DEW is registered as a data controller with the Information Commissioner’s Office (ICO). 

How to make a complaint

You can raise a data protection complaint with us in any of the following ways: 

• By email to [email protected]
• By post to 651a Mauldeth Road West, Chorlton cum Hardy, Manchester, M21 7SA

To help us investigate, it is useful if you can tell us: 

• Your name and how we can contact you 
• What has happened, and when 
• Which personal data you believe is affected 
• What outcome you are looking for

You do not need to use any particular form of words, and you do not need to quote data protection law for us to treat something as a complaint. If you tell us you are unhappy with how we have handled your personal data, we will treat that as a complaint under this procedure. 

What happens next

Step 1 – Acknowledgement 

We will acknowledge your complaint in writing within five working days of receiving it, confirming who is dealing with it and what will happen next. 

Step 2 – Investigation 

We will look into what happened. This may involve reviewing our records, speaking to members of our team, and checking the systems involved. If we need any further information from you, we will ask for it as early as we can. 

Step 3 – Response 

We will give you a written response within one month of receiving your complaint. Our response will explain what we found, what we have done or will do about it, and what your options are if you remain unhappy. 

If your complaint is particularly complex, we may need longer. If that happens, we will tell you before the month is up, explain why, and give you a revised timescale. We will not extend the deadline by more than a further two months. 

Step 4 – If you remain unhappy 

If you are not satisfied with our response, you can ask us to review it by replying to us and explaining why. Your request will be considered by Alan Farrell, Director.

Referring your complaint to the ICO

You have the right to complain to the Information Commissioner’s Office at any point. You do not have to come to us first, although we would encourage it, as it is often the quickest route to resolving things. 

Information Commissioner’s Office 

Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF 

Telephone: 0303 123 1113 

Website: ico.org.uk 

You also have the right to seek a judicial remedy through the courts. 

Records

We keep a record of every data protection complaint we receive, including what was complained about, how we investigated it, what we decided, and how long it took. These records are reviewed periodically so we can identify patterns and improve how we handle personal data.

Complaint records will be retained for 6 years from closure.

Review of this procedure

This procedure is reviewed at least annually, and whenever there is a significant change to our processes or to data protection law. 

Last reviewed: 21/09/2026

Next review due: 20/09/2027