1. Purpose

We are committed to protecting personal data and upholding individuals’ rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.  This Procedure explains how individuals can raise a complaint about how we handle personal data, and how we will deal with complaints fairly, promptly, and transparently.

2. Scope

This Procedure applies to all individuals whose personal data we process, including clients, employees, and third party users and is for complaints relating to the collection, use, storage, sharing, or protection of personal data

3. How to Make a Complaint

If you have concerns about our use of your personal data, please contact us in the first instance as follows:

Pat French

Information Control Officer

Maxwell Hodge

26 Sherborne Square

Huyton

Liverpool

L36 9UR

Email: dataprotectionteam@maxweb.co.uk

Telephone: 0151 489 6161

Please provide:

• Your name and contact details
• A description of your complaint
• Any relevant dates or supporting information

4. How We Handle Complaints

We take all data protection complaints seriously and will:

Acknowledge your complaint:

• We will respond within 5-10 working days of receipt

Investigate the issue:

• We will assess the facts, review relevant systems and processes, and may contact you for further information

Respond to you:

• We aim to provide a full response within 30 days
• If the complaint is complex, we may extend this period by up to two further months and will inform you if this applies

Outcome:

We will explain:

• What we found
• Any action taken
• Steps to prevent recurrence (if applicable)

5. Possible Outcomes

Following investigation, we may:

• Provide an explanation or clarification
• Rectify inaccurate or incomplete data
• Restrict or stop certain processing activities
• Implement improvements to our data protection practices
• Offer an apology where appropriate

6. Your Right to Escalate

If you are not satisfied with our response, you have the right to lodge a complaint with the UK’s supervisory authority:

Information Commissioner’s Office (ICO)

Website: https://www.ico.org.uk

Telephone: 0303 123 1113

We encourage you to contact us first so we can try to resolve your concerns.

7. Confidentiality

All complaints will be handled confidentially. Information will only be shared internally where necessary to investigate and resolve the issue.

8. Record Keeping

We keep records of complaints to:

9. Monitor trends

This information will be used to improve our processes and demonstrate compliance with data protection obligations

9. Review of Procedure

This Procedure is reviewed regularly to ensure it remains compliant with current legislation and ICO guidance.

Last reviewed: June 2026