To find out what information you need to send us, please select the category below that most closely matches what you intend to complain about:
Problems getting access to your personal information
The Data Protection Act gives you the right to access your personal information. If you have written to request your information, and have not received what you think you should have, you can complain to us.
If you want us to look at a complaint about access to your personal information you will need to send us:
- a copy of the letter(s) or email (s) that you sent to request your information;
- a copy of any other letters or emails you sent to the organisation to chase up your request;
- details of any proof of postage (for example if you sent the request by recorded delivery);
- a copy of any response(s) you received from the organisation about your request for information; and
- if you have received some information, but have not got everything you wanted, please tell us what information you believe has not been provided.
Receiving unwanted marketing
The Data Protection Act gives you the right to ask an organisation to stop sending you marketing. If you have written to ask an organisation to stop sending you marketing, but they have continued sending marketing, you can complain to us.
If you want us to look at a complaint about unwanted postal marketing you will need to send us:
- a copy of the letter or email you sent to ask the organisation to stop sending you marketing; and
- a copy of any further marketing you received after you asked the organisation to stop.
If you want to complain about marketing telephone calls, emails, text messages or faxes you will need to complete our Privacy and Electronic Communications complaint form.
Inaccurate personal information
If you believe information held about you is inaccurate, you may be able to complain to us.
If you want us to look at a complaint about factually inaccurate personal information you will need to send us:
- a copy of the inaccurate information, or a description of what information you believe is inaccurate;
- evidence that supports your view that the information is factually inaccurate; and
- a copy of letters or emails you have sent to the organisation about the inaccurate information
If your complaint is about inaccurate information on a credit reference file you will need to send us:
- an up to date copy of your credit reference file (dated within the last six months);
- evidence that the information is inaccurate (for example copies of bills or statements that show the correct amounts);
- a copy of letters or emails you have sent to the organisation or the credit reference agency about the inaccurate information; and
- a copy of any letters or emails sent to you from the organisation or the credit reference agency.
If your complaint is about inaccurate information on police records or Criminal Records Bureau (CRB) disclosures you will also need to send us:
- an up to date copy of the CRB entry you believe is inaccurate (if relevant);
- if the complaint relates to an inaccurate conviction – evidence of the inaccuracy, for example, a copy of a court record showing a conviction has been inaccurately recorded; and
- a copy of letters or emails to the CRB or police about the inaccurate information.
Disclosure of personal information
If your personal information has been disclosed in a way that you did not expect you can complain to us.
If you want us to look at a complaint about a disclosure you will need to send us:
- a description of when, and how, your information was disclosed;
- details of who the information was disclosed to (if known);
- a copy of any evidence of the disclosure (for example if the disclosure was made in correspondence or on the internet please provide a copy of any letters, or screen print from the internet); and
- a copy of any letters or emails you sent to the organisation about the disclosure.
Security or loss of personal information
If your personal information has been lost or is not held securely you can complain to us.
If you want us to look at a complaint about security you will need to send us:
- evidence of what information was disclosed or lost;
- details of the circumstances in which the information was disclosed; and
- a copy of any letters or emails you sent to the organisation complaining about the disclosure or loss.
Retention of personal information
If your personal information has been kept for longer than you would expect you can complain to us.
If you want us to look at a complaint about retention you will need to send us:
- details of the information that is being held about you for longer than it should be; and
- a copy of your letter(s) or email(s) to the organisation asking them to explain why they are holding your information.
Receiving letters for someone else at your address
If you are receiving letters for someone else at your address you will need to send us:
- a copy of the letters you have received (where available) or the dates you received them; and
- a copy of the letter(s) or email(s) you sent to the sender to tell them they are sending mail to the wrong address.
Other
For most complaints we will need a description of the problem, and evidence to support your complaint. This should normally include a copy of any letters or emails to the organisation raising your concerns.
If you are not certain what information we need to deal with your complaint please call our Helpline on 0303 123 1113.