Data Protection Complaints Procedure

How to Make a Data Protection Complaint

Asprey Homes is committed to protecting your personal information and handling it responsibly and in accordance with applicable data protection laws.

If you are dissatisfied with the way we have collected, used, stored, shared or otherwise processed your personal data, you have the right to make a data protection complaint.

How to Submit a Complaint

You may submit a data protection complaint by:

• Completing our online Data Protection Complaint Form
• Emailing us at [email protected]
• Writing to us at: Asprey Homes Ltd, The Granary, Home Farm, Squerryes Estate, Westerham, Kent, TN16 1SL

You may also raise a complaint verbally with a member of our team on 01959 568383, who will ensure it is directed to the appropriate person for investigation.

To help us investigate your complaint, please provide:

• Your name and contact details
• Details of your concern
• Any relevant dates or correspondence
• Supporting information or evidence where available

What Happens Next

Upon receiving your complaint, we will:

1. Record your complaint and review the information provided.

2. Verify your identity where necessary to protect your personal information.

3. Conduct an appropriate investigation into the issues raised.

4. Keep you informed of the progress of our investigation where appropriate.

5. Provide you with a written outcome once our investigation has been completed.

We aim to acknowledge receipt of your complaint within 30 calendar days and will investigate and respond without undue delay.

Our Investigation Process

Depending on the nature of the complaint, our investigation may include:

• Reviewing relevant records and correspondence.
• Speaking with employees or third parties involved.
• Assessing compliance with our policies, procedures and privacy obligations.
• Identifying any corrective actions required.

Outcome of Your Complaint

Following our investigation, we will explain:

• Our findings.
• Any actions taken or proposed.
• Any steps available if you remain dissatisfied.

Your Right to Complain to the Information Commissioner’s Office (ICO)

If you are unhappy with our response or believe that we have not handled your personal information appropriately, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

The ICO can be contacted via:

Website: www.ico.org.uk
Telephone: 0303 123 1113

We encourage you to contact us first so that we have the opportunity to investigate and resolve your concerns.

Record Keeping

Asprey Homes maintains records of data protection complaints and investigations to demonstrate compliance with applicable data protection legislation and to help improve our processes and services.