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Getting data protection right

If you are unhappy with the way that we have handled your personal data, please get in touch and we will do our best to put things right, and use your feedback as an opportunity to learn and improve.

What is a data protection complaint?

A ‘data protection complaint’ is a complaint about how personal data has been handled. This includes concerns about how personal data has been collected, used, shared, stored, or protected. These complaints are dealt with under our data protection complaints procedure (PDF, 203kb) Opens in a new window/tab.. This is separate from our service complaints procedure (where you've been let down by poor service).

What if my complaint covers multiple areas?

When making a complaint, try to think about the main issue you want us to investigate — if it's about your personal data, use the options below to contact the Data Protection Team.

If your complaint is about a service or the actions of a member of staff or one of our contractors, see the separate page on how to contact the Complaints Team.

Contact us with a data protection complaint

Email DataProtection@isha.co.uk.

Call 0300 131 7300.

We're open from 9am - 5pm, Monday to Friday (excluding public holidays).

Our address is ISHA, 102 Blackstock Road, London, N4 2DR.

We're open from 9am - 5pm, Monday to Friday (excluding public holidays).

Address your complaint to:
Data Protection Team, ISHA, 102 Blackstock Road, London N4 2DR.

If you are not satisfied with the outcome of your data protection complaint, you may escalate your complaint to the Information Commissioner's Office (ICO).

You can find the details for the UK Information Commissioner below:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Website: www.ico.org.uk Opens in a new window/tab.
Telephone: 0303 123 1113
Email: icocasework@ico.org.uk

What happens when I make a data protection complaint?

We will:

  • acknowledge your complaint within two working days of receiving it
  • investigate and provide a formal response within one calendar month of sending our acknowledgement*
  • keep in contact with you until your complaint has been resolved.

*If we require more time to investigate your data protection complaint, we will let you know.

Learning from data protection complaints

We view every data protection complaint as an opportunity to learn and improve. We use information from data protection complaints and their outcomes for reporting and analysis, to strengthen our data protection practices and reduce the risk of future issues.

More information

For more information about data protection, your privacy and how we handle your data, see the privacy policies page.

You can contact the Data Protection Team directly by emailing DataProtection@isha.co.uk.

You can also view or download our data protection complaints procedure (PDF, 203kb) Opens in a new window/tab. and data protection policy (PDF, 770kb) Opens in a new window/tab..

Managed behaviour

See our managed behaviour policy for information about what is unacceptable or unreasonable behaviour when making a complaint.