At Tola Health, we are committed to providing a professional, safe and respectful service.
This policy sets out the GDPR & Data Protection Complaint procedure for Tola Health (referred to as “I”, “me” and “my” throughout this document). It explains how I will handle any complaint you make about the way I collect, use, store, share or otherwise process your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 and any complaint regarding Treatment or Service.
We encourage clients to raise concerns as soon as possible after the event so that we can investigate fully and work towards a satisfactory resolution.
GDPR & Data Protection Complaint
Important : This procedure applies to GDPR and Data Protection complaints only.
1. How to Contact Us
If you wish to make a GDPR and Data Protection complaint, please contact us using the details below:
Data Controller: Morag Kitt
Therapist: Morag Kitt
Business Name: Tola Health
Address: 5 Ross Close, Exeter, EX1 3UE
Email:
Phone: 07974 930769
Complaints can be made by email, letter or in person.
2. Your Rights Under UK GDPR
You have the following rights in relation to the personal data we hold about you:
- The right to access the personal data we hold about you (a Subject Access Request)
- The right to rectification— to have inaccurate or incomplete data corrected
- The right to erasure(‘the right to be forgotten’) in certain circumstances
- The right to restrict processingof your personal data
- The right to data portability— to receive your data in a structured, machine-readable format
- The right to objectto processing, including for direct marketing purposes
- The right to withdraw consentat any time where processing is based on your consent
If you believe we have not respected one or more of these rights, you are entitled to raise a formal complaint using the procedure set out in this document.
3. How to Make a Complaint
To help us investigate your concern as quickly as possible, please provide:
- Your full name and contact details.
- A clear description of your concern and which data protection right(s) you believe have been affected
- The date or dates when the issue occurred.
- Details of any action you would like us to take.
- Copies of any relevant correspondence or documents.
You do not need to use a special form to make a complaint.
4. What Happens Next
Once we receive your complaint, we will follow the process below:
A. Acknowledgement
We will acknowledge your complaint within 30 days of receiving it and confirm that we are investigating the matter.
B. Requesting Further Information
If we need any additional details to fully investigate your complaint, we will contact you as soon as possible and explain what we need and why.
C. Investigation
We will carry out a thorough and impartial review of your complaint. We will agree a realistic timescale with you once we have all necessary information, and we will keep you updated if there are any delays.
D. Decision & Outcome
We will communicate the outcome of our investigation to you clearly and in writing within one calendar month of receiving all the information needed (this may be extended by up to two further months for complex complaints — we will notify you if this is the case).
Where appropriate, we will explain:
- What happened.
- Any findings from our investigation.
- Any actions we have taken or intend to take.
- Any steps we will take to prevent a similar issue from happening again.
E. Closure or Escalation: If you are satisfied with the outcome, we will close your complaint. If you remain dissatisfied, you have the right to refer your complaint to the ICO free of charge (see Section 6 below).
5. Confidentiality
All complaints will be handled confidentially and in accordance with our Privacy Policy and data protection obligations.
Information relating to your complaint will only be shared where necessary to investigate and resolve the matter.
6. If You Are Not Satisfied
We hope to resolve all complaints directly and fairly.
If you remain dissatisfied with our response, you may seek further advice from the relevant professional or regulatory body.
If your complaint concerns the handling of your personal data, you have the right to contact the Information Commissioner's Office (ICO):
- Website: ico.org.uk
- Helpline: 0303 123 1113
- Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
7. Review of This Procedure
We review this Complaints Procedure regularly to ensure it remains effective, fair and compliant with current legal and professional requirements.
