This privacy policy outline covers how personal data is handled when a customer submits a complaint. It is tailored to meet standard UK GDPR requirements for a local service business.

Privacy Notice: Complaints Handling

This privacy notice explains how Fast Response Locksmiths collects, uses, and protects your personal data when you submit a formal complaint or inquiry regarding our services.

We are committed to protecting your privacy and handling your data in an open, compliant manner.

1. Data Controller

Fast Response Locksmiths is the data controller responsible for your personal data. If you have any questions about this privacy notice or how we handle your information, please contact us using the details below.

Website: https://www.fast-response-locksmiths.co.uk/ Email: [Insert Complaints Email Address, e.g., complaints@fast-response-locksmiths.co.uk]

2. The Data We Collect About You

When you lodge a complaint, we may collect, use, and store various kinds of personal data about you, including:

• Identity Data: First name, last name, and title. • Contact Data: Billing address, service address, email address, and telephone numbers. • Transaction Data: Details of the services you purchased, invoice numbers, dates of service, and payments made. • Case Data: Details of the specific issue, correspondence, photographs provided, or engineer notes relating to the job.

3. How We Use Your Personal Data

We will only use your personal data when the law allows us to. Most commonly, we use the data collected during a complaint for the following purposes:

• To investigate and resolve the specific issue or dispute you have raised. • To contact you regarding the progress or outcome of your complaint. • To fulfill our contractual obligations to you or take steps at your request before entering into a contract. • To comply with legal or regulatory obligations. • To improve our service delivery and engineer training based on feedback.

Our legal basis for processing this information is generally the performance of a contract with you, compliance with a legal obligation, or our legitimate business interests in resolving disputes and ensuring high service standards.

4. Data Sharing

We do not sell your personal data. To resolve your complaint, we may occasionally need to share your information with trusted third parties, including:

• Independent subcontractors or specific engineers who attended your property, purely to investigate the details of the job. • Professional advisers, including lawyers, insurers, or auditors, if required to handle a legal or insurance dispute. • Regulatory bodies or law enforcement agencies if required by law.

5. Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used, altered, disclosed, or accessed in an unauthorised way. Access to your personal data is limited to those employees, agents, or contractors who have a business need to know.

6. Data Retention

We will only retain your personal data for as long as necessary to fulfill the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

For standard complaints, data is typically retained for a period of six years following the resolution of the matter, in line with statutory limitation periods for contractual disputes in the UK.

7. Your Legal Rights

Under UK data protection laws, you have specific rights regarding your personal data, including the right to:

• Request access to your personal data. • Request correction of inaccurate data. • Request erasure of your personal data under certain conditions. • Object to or restrict the processing of your data. • Request the transfer of your data to another party.

If you wish to exercise any of these rights, please contact us at the email address listed above.

You also have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.

URL: https://ico.org.uk/

We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us directly in the first instance.