Data Protection Complaints

What is a data protection complaint? 

A data protection complaint is any concern you raise with us about how we have collected, used, stored, shared, or otherwise handled your personal information, or failed to uphold your data protection rights. 

You do not need to use any specific wording or refer to any part of the data protection legislation when you make a data protection complaint. You just need to express dissatisfaction with the way we have handled your personal data or data protection rights. Examples of when you might choose to make a data protection complaint include: 

• We held inaccurate or out of date information about you 

• We shared your information with the wrong person or organisation 

• We did not respond properly to a request you made about your personal information 

• You believe a member of our staff accessed or used your records inappropriately 

• You are concerned about how long we have kept your information 
• You have concerns about the security of your personal information 

How to make a data protection complaint 

You can complain to us via any reasonable means, including: 

By email: DPO@lochlomond-trossachs.org 

By telephone: 01389 722 600 

By post or in person:

Information Management
Loch Lomond and The Trossachs National Park 
Carrochan
Carrochan Road
Balloch
G83 8EG 

What to include in your complaint 

To help us investigate as quickly as possible, please include: 

• Your full name and preferred contact details (e.g. email address) 

• A description of the issue or issues (e.g. what happened and when?) 
• What you would like us to do to put things right. 

Confirming your identity 

We may ask you to provide us with proof of your identity before we can investigate. This is to protect your personal information and to ensure we are speaking to the right person. We will only ask for what is reasonable and necessary to validate your identity. 

If you are complaining on behalf of another person, we will need to see evidence of your authority to act for them before we can proceed – for example, a signed mandate or power of attorney. 

What happens after you complain?

After we receive your complaint, we will process it as follows:

Stage	What we will do
Acknowledgement	We will acknowledge your complaint within 30 calendar days of its receipt.
Investigation	We will investigate the issues you have raised. We may contact relevant service areas, review records and correspondence and seek advice from our Data Protection Officer.
Keeping you informed	If the investigation takes time, we will provide you with updates and let you know if there are any delays. You will receive an update at least every 20 working days after you have received our acknowledgement of your complaint.
Outcome	We will write to you with the findings of our investigation, explain what we found, and tell you about any action we have taken or intend to take. We will also tell you what to do if you remain dissatisfied.

What happens if you remain dissatisfied? 

If you are not satisfied with how we have handled your complaint, you have right to contact the Information Commissioner’s Office (ICO) and ask them to consider your case.  

The ICO is the UK’s independent authority for data protection rights. You can contact the ICO at: 

Address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire, SK9 5AF 

Online: www.ico.org.uk/make-a-complaint/ 

Telephone: 0303 123 1113 

More information 

For more details on how Loch Lomond and The Trossachs National Park Authority handles personal information, please see our Privacy Notice: 

https://www.lochlomond-trossachs.org/privacy-policy/ 

If you have a question about your information rights or how we process your information, you can email our Data Protection Officer at: 

Email: DPO@lochlomond-trossachs.org   

Address:
Information Management
Loch Lomond and The Trossachs National Park Authority
Carrochan
Carrochan Road
Balloch
G83 8EG