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This procedure explains how to complain about our handling of personal information. It is separate from a general service complaint, although we will coordinate the two where a concern involves both.
What counts as a data-protection complaint
You can complain if you believe we have collected, used, shared, retained, secured or responded to a request concerning personal information in a way that does not comply with data-protection law. You do not need to quote legislation or use the words “data-protection complaint”.
How to make a complaint
Email info@3dprintingacademy.uk, telephone 01753 299 636, or write to Unit 12 Whittenham Close, Slough, Berkshire, United Kingdom, SL2 5EP. Please include:
- Your name and preferred contact details.
- A clear description of the concern, including relevant dates, bookings, accounts or messages.
- What outcome you are seeking.
- Copies of relevant correspondence or evidence, where available.
- If acting for another person, evidence that you are authorised to do so where reasonably required.
Acknowledgement and investigation
We will acknowledge a data-protection complaint as soon as reasonably possible and no later than 30 calendar days after receiving it. We will take appropriate steps to investigate, which may include checking systems and records, speaking with relevant staff or providers, and asking for proportionate clarification or identity evidence.
We will keep you informed where the investigation cannot be completed promptly. A rights request, such as an access or erasure request, will be logged and handled under the applicable statutory timetable even when it is included in a complaint.
Outcome
We will communicate the outcome without undue delay. The response will explain the enquiries made, our findings, any action taken or proposed, and the available escalation route. If we cannot provide information because doing so would disclose another person’s information or breach a legal restriction, we will explain this where we lawfully can.
Fair treatment and records
Raising a genuine complaint will not disadvantage a customer, learner or family. Complaint information is shared only with people who need it to investigate, respond, obtain advice or comply with legal and safeguarding duties. Records are retained only for as long as necessary for accountability, service improvement, legal claims and regulatory requirements.
Escalating to the ICO
You may complain to the Information Commissioner’s Office if you remain dissatisfied or prefer to contact the regulator directly. The ICO may ask whether you first raised the concern with us and for a copy of our response.
