Data protection complaints procedure

This complaints procedure will help you to understand how you can make a Data Protection Complaint if you think that we have done something with your personal information which breaches data protection law.  

We are committed to handling your personal information in accordance with data protection law. However, we may not always get things right, so if something has gone wrong, we need you to tell us. This will help us to improve our standards of service and data protection controls. 

If you need help understanding anything in this complaints procedure, please contact us at concerns@leedsplayhouse.org.uk. 

You can make a Data Protection Complaint to our Data Protection Officer by emailing concerns@leedsplayhouse.org.uk. 

We will acknowledge your Data Protection Complaint within 30 days of receiving it.  

If we do not have sufficient information to verify your identity, we will request further information or documentation from you. This will be done on a case-by-case basis.  

If someone makes a Data Protection Complaint on your behalf, we will need to check that the person making the Data Protection Complaint has appropriate authority to do so. For example, we may ask them to provide a power of attorney or a letter signed by you confirming they have your permission to make the Data Protection Complaint on your behalf.  

We may also request further information from you to assist us in understanding your Data Protection Complaint or to confirm whether you are also seeking to exercise any of your other rights under data protection law.  

If we need to request further information, we will not be able to progress your Data Protection Complaint until we receive the further information requested.  

If you make a Data Protection Complaint using social media, we will ask you for alternative contact information so that we can discuss your Data Protection Complaint with you securely.  

Once we have all of the information we need from you, we will investigate your Data Protection Complaint. This will usually involve: 

• reviewing your Data Protection Complaint; 

• locating and reviewing any records or information we hold about you; 

• gathering any other information we need to properly investigate your complaint; 

• where appropriate, speaking with staff who you may have dealt with; and 

• establishing the relevant facts.  

We will update you on the progress of your Data Protection Complaint at appropriate times.

We will inform you of the outcome of your Data Protection Complaint without undue delay and will explain: 

• the outcome of our investigation; 

• whether we have upheld your Data Protection Complaint or any part of it; 

• any action we propose to take or have already taken; and 

• if no action is proposed, an explanation for this decision.  

Where possible, we will let you know the date we estimate that we will have completed our investigation into your Data Protection Complaint. This will depend on the specific circumstances of your Data Protection Complaint.  

If you are unhappy with how we respond to your Data Protection Complaint, you can complain to the Information Commissioner’s Office (also known as the “ICO”) or you may be able to take action through the courts. The ICO makes sure that organisations like us are following the rules about how we handle and use your personal information and that your data is safe. You can visit the ICO website for more information about how to complain: Make a complaint | ICO. 

You can make a Data Protection Complaint to the ICO at any time, but the ICO may ask you to raise your Data Protection Complaint with us first. 

We will keep records of your Data Protection Complaint so that we can demonstrate our compliance with the law, for audit and monitoring purposes, training, to support consistent handling of Data Protection Complaints, and to identify any recurring issues or areas we could improve on.  

We will handle any personal information relating to your Data Protection Complaint in accordance with our privacy notice (available here: https://www.leedsplayhouse.org.uk/privacy-policy) and will not keep any personal information relating to your Data Protection Complaint for longer than we need it. 

This complaints procedure only sets out how we will deal with Data Protection Complaints where you believe that we have breached data protection law. If you have a complaint about your experience with Leeds Playhouse, please refer to our Equality and Workplace Complaints Procedure available here: https://www.leedsplayhouse.org.uk/about-us/our-commitment/equality-complaints-policy/. 

Or to raise a general customer service complaint or concern, you can speak with a member of staff or contact info@leedsplayhouse.org.uk. Customer complaints may include but are not limited to:

• Cleanliness of the building
• Show content
• Food & beverage
• Ticket purchases