Data Protection Complaints

How M&DH Insurance Services Ltd handles complaints about your personal data:

We take the privacy of the people we deal with seriously. If you believe we have handled your personal data in a way that is wrong, unfair, or does not meet our obligations under data protection law, you have the right to complain to us directly, and we would encourage you to do so. This page explains how to raise a data protection complaint and what will happen once you have.

How to make a data protection complaint:

You can raise a data protection complaint in whichever way suits you best:

You do not need to put your complaint in writing, use any particular form of words, or refer to data protection law for us to treat it as a data protection complaint. It helps us if you can tell us what has happened, when, and how you would like us to put things right, but please do not worry if you cannot give us all of that.

All data protection complaints are referred to our Data Protection Lead, who is responsible for making sure your complaint is properly investigated and who will be your main point of contact unless we tell you otherwise.

As soon as a complaint is received:

We will acknowledge your complaint within five working days wherever possible, and in every case within 30 days of receiving it. Our acknowledgement will confirm our understanding of your complaint, give you a reference to quote, and tell you who is looking into it and how to reach them.

If we need any further information from you in order to investigate properly, we will ask for it at this point.

While we are investigating:

Our Data Protection Lead will look at the records, systems and processes relevant to your complaint, speak to the people involved, and consider whether we have met our obligations under the UK GDPR and the Data Protection Act 2018.

We will respond without undue delay and aim to give you a full response within 30 days. If your complaint is complex and we need longer than that, we will tell you why, keep you updated on progress, and give you a realistic idea of when you can expect our response.

After we have investigated the complaint:

We will write to you with the outcome, setting out what we found and explaining our reasoning in plain language. We will tell you clearly whether your complaint has been upheld, partly upheld, or not upheld.

If we uphold your complaint, we will offer an appropriate apology, explain what we are doing to put the matter right, and set out what we are changing to stop the same thing happening again. Where some other form of redress is appropriate, we will explain what we are offering and how we have arrived at it.

If we do not uphold your complaint, we will explain why we consider our handling of your personal data to have been appropriate, and we will still address the concerns you have raised.

If you are not happy with our response:

You have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection. You can do this at any time, although we would always encourage you to raise your complaint with us first so that we have the chance to put things right.

Your other data protection rights:

As well as the right to complain, you have a number of other rights over your personal data, including the right to ask for a copy of the information we hold about you, to have inaccurate information corrected, and to object to certain uses of your data. Our Privacy Notice explains these rights and how to exercise them.