Complaints and data protection

Tell us what happened

Use this form for concerns about your care, customer service, communication, or how your personal information has been used. You can complete it for yourself or on behalf of someone else.

You do not have to use this form

A complaint will be accepted however you make it. If the online form is not suitable, contact Elvina’s Osteopathic Clinic by email, phone, letter, social media, or in person.

Emailinfo@elvinas-osteopathicclinic.co.ukTelephone07960 941461
Write or visitAirport House, Purley Way, Croydon, CR0 0XZ

Effective 19 June 2026

Data Protection Complaints Procedure

This procedure explains how individuals can raise concerns about how their personal information is collected, used, stored, or shared. It reflects the Data Use and Access Act 2025 and associated ICO guidance.

1. How you can make a complaint

We accept complaints through this form, by email, telephone, letter, through our website or online channels, via social media, or in person. We will never refuse a complaint because it was not submitted through an “official” route.

2. Information we may need

To help us investigate, we may ask for:

  • The nature of the concern.
  • Relevant dates, interactions, or evidence.
  • The outcome you are seeking.
  • Proof of identity, where needed.
  • A letter of authority or power of attorney if someone is acting for another person.

We will request this information as early as possible.

3. Acknowledging the complaint

We will:

  • Acknowledge data protection complaints within 30 days.
  • Confirm who is handling the complaint.
  • Explain the next steps and expected timescales.

If the complaint is from a child or young person, we will assess their competence to exercise their rights and adapt our communication accordingly.

4. Investigating the complaint

We will:

  • Review the issues raised and any relevant records.
  • Speak with staff involved, if applicable.
  • Assess whether our data handling complied with the Data Use and Access Act 2025 and ICO guidance.
  • Identify any risks, errors, or areas for improvement.
  • Keep you updated if the investigation takes longer than expected.

5. Responding to the complaint

Our written response will include:

  • The outcome of our investigation.
  • Any actions we have taken or will take.
  • Any learning or improvements identified.
  • Information about your right to escalate the matter.

7. Recording and learning

We will:

  • Log data protection complaints and record their outcomes.
  • Record actions taken and identify recurring themes.
  • Use learning to improve data protection practices, staff training, and patient communications.

8. Staff responsibilities

All staff must:

  • Know how to recognise a data protection complaint.
  • Forward complaints immediately to the Data Protection Lead.
  • Support investigations promptly and transparently.
  • Complete any required training on data protection and complaint handling.

Complaints form

The questions below adapt to your answers, so you will only see follow-up fields that apply to your complaint.

Fields marked with * are required.

1. Your details

Preferred method of contact

Are you completing this form on behalf of someone else?

2. Identity verification, if required

To protect personal data, we may need a passport, driving licence, birth certificate, or recent utility bill. Only attach identity evidence now if it is relevant to your complaint or the clinic has asked you for it.

Have you attached proof of identity?

3. About your complaint

What type of complaint are you making?

4. Supporting information

You can attach relevant emails, letters, screenshots, appointment details, records, or evidence relating to data use. Please only send information needed to explain the complaint.

Are you attaching supporting documents?

Accepted formats: PDF, Word, JPG, PNG, WEBP and plain text. Maximum 2 MB per file and 3.5 MB across all attachments. If your evidence is larger, contact the clinic to arrange another way to provide it.

5. Accessibility and additional support

Do you need any adjustments to help you make this complaint?

For example, large print, help completing the form, or communication support.

6. Complaints from children or young people

Is the person whose complaint this is under 18?

7. Declaration

We will use the information you provide to investigate and respond to this complaint. Read our Privacy Notice for more information.