Complaints

Who we are and what we do?

The London Borough of Redbridge Council is a data controller under the UK Data Protection law as we collect and process personal information about you in order to deal with any complaints you may have about the council and the delivery of its services. Please see below why we need your information.

Any questions regarding our privacy practices should be sent by email to-

Data Protection Officer
8th Floor Rear
255-259 High Road
Ilford, Essex IG1 1NY

Email: data.protection@redbridge.gov.uk

Tel: 0208 708 3890

Why we need your information and how we use it (purpose and legal basis)

As a local authority we have a public duty to ensure we are delivering quality services to residents of our borough. As a result, London Borough of Redbridge Council is always working to improve the way services are provided to our customers. We want to ensure that we are transparent and provide you with information about how we will use your personal data.

In order to investigate and administer your complaint, it is necessary for us to collect and hold personal information about you.

If you make a complaint about the London Borough of Redbridge we will hold the information you provide to us securely and use it to help us to process your complaint. Your information will only be passed to officers within the relevant departments who are responsible for handling, investigating and responding to complaints. All information pertaining to complaints are administered and held on a central system which will be accessible by complaints management staff.

Any personal data collected through the complaints handling process will be processed in accordance with the UK Data Protection Legislation.

What type of information is collected from you?

We will ask for details such as your name, address, contact number, email address and the type of service your complaint is about.

If the complaint relates to another person, we will need to contact them separately to gain consent if this has not already been provided.

We have a commitment to equalities monitoring and as part of this, we will also ask you some questions about you. We will ask for details such as your date of birth, ethnicity, gender, sexuality, age, religion and whether you have a disability. The information that you give us will help us to make sure that everyone is treated fairly and that we are reaching a wide range of people and understanding their needs and concerns.

Why do we process personal data?

We process your data in order to investigate complaints, and where appropriate to carry out research and request feedback. The Council has a moral and legal responsibility to promote equality. We need to process personal data in order to meet these duties and to ensure equality of accessibility to all Council services. The information you provide will help us to better understand our residents and service users and their needs.


Who your information may be shared with (internally and externally)

We will only share your information with internal departments and organisations that we are contracted with.  We will not normally share your information with any other external organisation without your consent. However, there may be certain circumstances where we would need to share your information for example; where we are required to do so by law, for safeguarding purposes or in risk of harm or emergency situations.

How long we keep your information

We are required to keep your information relating to your complaint for a minimum of 6 years after which time your information will be destroyed.

Your information we use for marketing purposes will be kept with us until you notify us that you no longer wish to receive this information.

Marketing and E-Newsletters

Please see the relevant section of the Corporate Privacy Notice.

Business Intelligence, Profiling and Automated-Decision making

Please see the relevant section of the Corporate Privacy Notice

Protecting your information

Please see the relevant section of the Corporate Privacy Notice

How you can access, update or correct your information

The Data Protection law gives you the right to apply for a copy of information about yourself.  This is called a ‘Subject Access Request'.

Find out more on how to make a Subject Access Request.

It is important that we hold accurate and up to date information about you. This will enable us to investigate and administer your complaint more efficiently and to provide you with any relevant services or information more quickly. If any of the information we hold on you is inaccurate or out of date please let us know. You can do this by emailing us at subjectaccess@redbridge.gov.uk

Your information choice and rights

Please see the relevant section of the Corporate Privacy Notice.

Information Commissioner’s Office

Please see the relevant section of the Corporate Privacy Notice.

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