We are committed to handling personal data lawfully, fairly and transparently.
If you are unhappy with how we have used your personal data, you have the right to make a complaint.
When you can complain
You can complain if you believe we have:
- collected, used, shared, or stored your personal data unfairly or unlawfully
- failed to keep your personal data secure or breached your privacy
- failed to uphold your data protection rights, for example not responding to individual rights requests
If your complaint is about an individual rights request, you must complain within 2 months of the completion of your request.
What is not a data protection complaint
- Complaints about a customer service issue
- Concerns that are not related to your rights as a data subject under the data protection legislation
Make a complaint about something else
How to make a data protection complaint
You can complain using our online form.
Before you start
If you are complaining on behalf of someone else, you must have their permission.
If your complaint relates to a previous request, we will ask for a reference number.
In some cases, we may ask you to upload:
- a photo ID
- proof of address
- supporting documents, if you have them
- signed consent if you are complaining on behalf of someone else
Other ways to complain
Email Data.Protection@royalgreenwich.gov.uk.
You can also write to us by post using this address:
Information Governance Team
The Woolwich Centre
35 Wellington Street
London
SE18 6HQ
If you are writing to us, include your email address if you have one so that we can email you back.
In your email or letter, make sure you include:
- your name and contact details
- details of your concern
- when it happened
- any relevant reference numbers
- copies of supporting documents (if you have them)
What happens next
The law says that we must acknowledge your complaint within 30 days, but we will usually acknowledge it within 5 working days.
We will:
- review the information you have provided
- make any necessary enquiries
- keep you updated during our investigation
- if possible, resolve your concern
If we believe that the council has acted correctly, we will explain why.
When our investigation is complete, we will explain:
- what we looked at
- how we investigated it
- what we found
- what action we have taken or will take
We aim to respond within 30 days. If your complaint is complex, we may extend this by up to 90 calendar days. If we do, we will explain why.
If you are not happy with our response
You have the right to complain to the Information Commission (ICO), the UK’s independent regulator for data protection.
You can call them on 0303 123 1113.
The ICO expects you to raise your complaint with us first before contacting them.
Using AI to draft complaints
AI tools can be helpful, but they can also introduce errors or create overly complex complaints that increase the burden on public bodies and cost to the taxpayer.
When using AI to help draft a complaint, make sure the final wording has been checked and reflects your concerns.
Short, straightforward complaints are easier for us to process and usually lead to quicker, more accurate responses.