Self Selection For Animals Data Protection Complaints Policy 

 

The Purpose of this Policy

 

At Self Selection For Animals we are committed to treating any personal data we receive with care, respect and transparency. This policy explains how you can raise any concern regarding the way your personal data has been handled. It also outlines how we will respond to a data protection complaint.

This policy applies to all data protection complaints made under UK GDPR, The Data Protection Act 2018 and the Data (Use and Access) Act 2025.

What is a Data Protection complaint?

If you are unhappy or dissatisfied with the way we have collected, used, protected, stored or shared your personal information or data, you have the right to complain. If you are worried about how your data has been handled, you can contact us to let us know.

How to make a Data Protection complaint

You can do this via email, telephone, letter or in person.

Please contact Susannah Rafelle at [email protected]

Please include a brief description of your concerns and what has occurred. You don’t need to provide any evidence at this stage. 

What will happen when we receive your Data Protection complaint

You will receive an acknowledgement to your complaint within 30 days, as required by the Data (Use and Access) Act 2025. In our acknowledgement we will confirm receipt of your complaint and advise about the next steps.

We will then investigate your complaint without undue delay. We will review the complaint information you have provided to us and we may ask you for clarification to ensure we understand fully. We will check all records and systems where we hold and process your data. We will assess whether our data handling was compliant with the law.

Sometimes an investigation may take some time and in this instance, we will keep you updated so you know what is happening. In the update we will outline when you can expect a full response.

We will communicate the outcome to you without undue delay. 

Our response to your complaint will explain:

  • what we found as a result of our investigation
  • any steps we have taken or will take to resolve your complaint
  • any changes we will make to improve our practices

Where appropriate, this may include correcting or deleting data, updating our processes, or offering an apology.

What to do if you’re not satisfied with how we handled your complaint

If you are unhappy with our response or how we have handled your Data Protection complaint, you can complain to the Information Commissioner’s Office (ICO): www.ico.org.uk

You do not need to reply to us directly before contacting the ICO or notify us that you have done so. However, we care about our customers and we would encourage you to give us the opportunity to resolve the issue.

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