Data Protection Complaints

If you are dissatisfied with how we have collected, used, shared, retained or otherwise handled your personal data, you may raise a complaint with us.

To investigate and respond to your complaint, we may process information including:

• Your name and contact details;
• Details of your complaint and supporting evidence;
• Relevant tenancy, customer, employee, contractor or service records;
• Correspondence, call recordings, system records and case notes; and
• Information provided by staff; contractors, advisers or other parties involved in the matter.

We process this information to:

• Investigate and respond to your concerns;
• Establish the facts around the matter raised;
• Resolve disputes and complaints;
• Meet our legal, regulatory and governance obligations;
• Improve our services and complaint handling arrangements;
• Establish, exercise or defend legal claims.

Citizen’s lawful basis for processing personal information for complaint handling will normally be:

• Article 6(1)(c) UK GDPR – compliance with a legal obligation;
• Article 6(1)(f) UK GDPR – legitimate interests in investigating complaints, improving services and defending legal claims;
• Article 6(1)(e) UK GDPR – where we are carrying out tasks in the public interest or exercising official authority, where applicable.

Where necessary, we may share relevant information with regulators, ombudsmen, insurers, legal advisers, contractors, law enforcement agencies and other organisations involved in investigating or resolving the complaint.

We retain complaint records in accordance with our Retention Schedule and applicable legal and regulatory requirements.

If you remain dissatisfied after receiving our response, you have the right to complain to the Information Commissioner’s Office.