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Data Protection Complaints Procedure


At Titania, we are committed to protecting the personal data entrusted to us and to ensuring that all processing activities are carried out in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We take any concerns about our handling of personal data seriously and have established a clear process for raising, assessing, and responding to data protection–related complaints.

In this procedure guidance document, “you” refers to any individual whose personal data is processed by Titania, or who is otherwise raising a concern about Titania’s data protection practices.

This Data Protection Complaints Procedure is provided for transparency and assurance purposes only. It does not amend or form part of any contract or agreement with Titania.

 

1. Commitment to Data Protection

Titania is committed to maintaining high standards of transparency, accountability, and fairness in the way it collects, uses, stores, and shares personal data.

•     You may raise a concern if you believe that your personal data has been processed in a manner inconsistent with data protection legislation;

•    your data protection rights have not been upheld; or

•    Titania has not responded appropriately to a data protection request (for example, a request for  access, rectification, erasure or objection).

We encourage you to contact us directly in the first instance so that concerns can be addressed promptly and effectively.

Raising a data protection concern will not result in any detriment or retaliation.

 

2. Submitting a Complaint

You may raise a complaint regarding any aspect of Titania’s data protection practices, including but not limited to:

•    the collection, use, or disclosure of your personal data;

•    the handling or outcome of a data subject rights request;

•    the management of a personal data incident or breach.

Complaints may be submitted via:

•    Email: privacy@titania.com

•    Post: 167–169 Great Portland Street, London, W1W 5PF

To support an effective investigation, you are encouraged to provide:

•    your full name;

•    your contact details (email and/or telephone number);

•    a clear description of your concern;

•    relevant dates;

•    any supporting evidence or documentation.

Providing complete information helps ensure that your concerns can be reviewed without unnecessary delay.

You may submit a complaint anonymously. However, failure to provide contact details may limit our ability to investigate the issue fully or provide you with feedback on the outcome.

We will review all complaints in good faith, even where supporting documentation is limited.

 

3. Complaints Handling Process


Acknowledgement

Titania will acknowledge receipt of your complaint without undue delay and, wherever possible, will do so promptly and within the 30 day timescale set by the ICO

Investigation

Titania will begin its review without promptly. Our investigation may include:

•    reviewing relevant records, systems, and correspondence;

•    consulting relevant internal teams or data protection specialists, as appropriate ;

•    speaking to staff involved;

•    assessing applicable policies, procedures and controls.

Depending on the context, Titania may be acting as a data controller or a data processor. Where Titania is acting as a processor, we may need to work with the relevant data controller to investigate and respond to your concern.

Updates

Where an investigation requires additional time, Titania will keep you informed at appropriate intervals, particularly where there are material developments or unavoidable delays.

Outcome

Once the investigation is complete, Titania will provide you with  a written response without undue delay.

This response will include:

  • a summary of our findings;

  • actions taken or proposed to address the issue;

  • where applicable, an explanation of why Titania’s processing is considered compliant with data protection laws;

  • any further steps available to you.

We aim to handle complaints as efficiently as possible, taking into account their complexity and the information available.
Complaints and related records will be retained in accordance with Titania’s data retention policies and Applicable Data Protection Laws.

4. Escalation to the ICO

If you remain dissatisfied following Titania’s final response, you have the right to escalate your concern to the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

The ICO generally expects you to raise your concerns with the organisation involved in the first instance. 

Further information on contacting the ICO and raising a complaint is available via the ICO’s website at:  https://ico.org.uk/make-a-complaint/