How we handle your data protection concerns

This document sets out the complaints procedure for the BiG TOE (referred to as “we”, “us” and “our” throughout this document). It explains how we will handle any complaint you make about the way we collect, use, store, share or otherwise process your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Important: This procedure applies to GDPR and data   protection complaints only. For all other types of complaint, please   refer to our general Complaints Policy.

All GDPR-related complaints should be directed to us using the contact details below.

Business Name

the BiG TOE

Registered Address

28 Stone Street, Tunbridge Wells, TN1 2QT 

Complaints email:    kathryn@thebigtoe.co.uk

Complaints Post: Kathryn Allen, 28 Stone Street,   Tunbridge Wells TN1 2QT

Privacy Policy: https://thebigtoe.co.uk/privacy-policy

You have the following rights in relation to the personal data we hold about you:

• The right to access the personal data we hold about you (a Subject Access Request)

• The right to rectification — to have inaccurate or incomplete data corrected

• The right to erasure (‘the right to be forgotten’) in certain circumstances

• The right to restrict processing of your personal data

• The right to data portability — to receive your data in a structured, machine-readable format

• The right to object to processing, including for direct marketing purposes

• The right to withdraw consent at any time where processing is based on your consent

If you believe we have not respected one or more of these rights, you are entitled to raise a formal complaint using the procedure set out in this document.

Please submit your complaint in writing by email or post  using the contact details in Section 2. To help us investigate your concern as efficiently as possible, please include:

• Your full name and preferred contact details

• A clear description of your concern and which data protection right(s) you believe have been affected

• The approximate date(s) when the issue occurred

• Any relevant reference numbers, correspondence or documents

Once we receive your complaint, we will follow the five steps below. We are committed to handling all complaints promptly, fairly and confidentially.

1. Acknowledgement — within 30 days

We will acknowledge your complaint in writing within 30 days of receiving it, confirming that we have recorded it and will be investigating.

2. Requesting Further Information

If we need any additional details to fully investigate your complaint, we will contact you as soon as possible and explain what we need and why.

3. Investigation & Review

We will carry out a thorough and impartial review of your complaint. We will agree a realistic timescale with you once we have all necessary information, and we will keep you updated if there are any delays.

4. Decision & Outcome

We will communicate the outcome of our investigation to you clearly and in writing within one calendar month of receiving all the information needed (this may be extended by up to two further months for complex complaints — we will notify you if this is the case).

5. Closure or Escalation

If you are satisfied with the outcome, we will close your complaint. If you remain dissatisfied, you have the right to refer your complaint to the ICO free of charge (see Section 6 below).

If you remain dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) — the UK’s independent supervisory authority for data protection. This service is free of charge.

ICO website: https://ico.org.uk/make-a-complaint/

ICO helpline: 0303 123 1113 (Monday–Friday, 9am–5pm)

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