AST Ltd – Data Protection Complaints Policy

1. Overview and Purpose

This policy outlines how AST Ltd handles complaints regarding the collection, use, storage, or sharing of personal data. We are committed to protecting individual privacy rights and resolving data protection disputes quickly and fairly.

This process is designed to comply with UK data protection laws, including the Data (Use and Access) Act 2025 and the UK GDPR. 

2. How Customers Can Lodge a Complaint

We make it as simple as possible for individuals to raise a privacy concern. Complaints can be submitted through any of the following channels:

• By Email: sales@astopwatch.co.uk
• By Post: AST Limited, Unit 2, Tanyard House, 37 High Street, Measham, Swadlincote, Derbyshire, England, DE12 7HR
• Contact Name: Harriet Thacker/James Smith

3. Our 4-Step Handling Procedure

Step 1: Formal Acknowledgement (Within 30 Days)

• Action: We will formally log the complaint and send a written acknowledgement to the complainant.
• Deadline: This must be sent within 30 calendar days of receiving the complaint.
• Content: The acknowledgement will confirm we are investigating the matter and provide a target date for our final response.

Step 2: Internal Investigation

• Action: The designated Data Protection Lead will review the complaint. This includes reviewing data logs, speaking with relevant staff, and assessing whether a data breach or non-compliance occurred.
• Interim Updates: If the investigation is complex and requires more time, we will write to the complainant to provide a progress update and an adjusted timeline.

Step 3: Formal Outcome Notification

• Action: Once the investigation is complete, we will write a formal response to the complainant.
• Content: The response will clearly outline:
• Our findings and whether the complaint was upheld.
• Any remedial actions we are taking (e.g., updating systems, deleting data, retraining staff).
• Their right to escalate the matter to the regulator if they remain unsatisfied.

Step 4: Escalation to the Regulator

If the complainant is unhappy with our final decision, or if we fail to resolve the complaint to their satisfaction, they have the legal right to lodge a complaint directly with the UK supervisory authority:

• Authority: Information Commissioner’s Office (ICO)
• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113

4. Internal Record Keeping (The Data Log)

To demonstrate compliance, AST Limited maintains a secure, centralized Data Complaints Log (e.g., a secure spreadsheet). For every complaint received, we record:

1. The date the complaint was received.
2. The name and contact details of the complainant.
3. A brief summary of the privacy issue raised.
4. The date the 30-day acknowledgement was sent.
5. The outcome of the investigation and actions taken.
6. The date the final response was issued.

These records are retained securely for a minimum of [e.g., 24 months / 3 years] from the date of resolution.