GDPR Complaints Procedure

1. About This Document

This document sets out the complaints procedure for Rachel Clasper, trading as Cotherstone House (referred to as "I", "me" and "my" throughout this document). It applies to all clients, whether you use my reflexology, sauna, or wellness services, and explains how I will handle any complaint you make about the way I collect, use, store, share or otherwise process your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Important: This procedure applies to GDPR and data protection complaints only. For any other type of complaint, please contact me directly so I can address it appropriately.

2. My Contact Details

All GDPR-related complaints should be directed to me using the contact details below.

Business name: Rachel Clasper, trading as Cotherstone House
Address: 13 Cotherstone Road, London, SW2 3NE
Complaints email: cotherstonehouse@gmail.com
Phone: 07568 145741
Privacy Policy: www.cotherstonehouse.co.uk/privacy-policy

3. Your Rights Under UK GDPR

You have the following rights in relation to the personal data I hold about you:

• The right to Access: the personal data I hold about you (a Subject Access Request)
• The right to Rectification: to have inaccurate or incomplete data corrected
• The right to Erasure: ('the right to be forgotten') in certain circumstances
• The right to Restrict processing: of your personal data
• The right to Data portability: to receive your data in a structured, machine-readable format
• The right to Object: to processing, including for direct marketing purposes
• The right to Withdraw consent: at any time where processing is based on your consent

If you believe I have not respected one or more of these rights, you are entitled to raise a formal complaint using the procedure set out below.

4. How to Make a Complaint

Please submit your complaint by email to cotherstonehouse@gmail.com. To help me investigate your concern as efficiently as possible, please include:

• Your full name and preferred contact details
• A clear description of your concern and which data protection right(s) you believe have been affected
• The approximate date(s) when the issue occurred
• Any relevant reference numbers, correspondence or documents

5. My Complaints Process

Once I receive your complaint, I will follow the steps below. I am committed to handling all complaints promptly, fairly and confidentially.

Step 1: Acknowledgement, within 30 days

I will acknowledge your complaint in writing within 30 days of receiving it, confirming that I have recorded it and will be investigating.

Step 2: Requesting Further Information

If I need any additional details to fully investigate your complaint, I will contact you as soon as possible and explain what I need and why.

Step 3: Investigation and Review

I will carry out a thorough and impartial review of your complaint. I will agree a realistic timescale with you once I have all the information I need, and I will keep you updated if there are any delays.

Step 4: Decision and Outcome

I will communicate the outcome of my investigation to you clearly and in writing within one calendar month of receiving all the information needed (this may be extended by up to two further months for complex complaints, I will notify you if this is the case).

Step 5: Closure or Escalation

If you are satisfied with the outcome, I will close your complaint. If you remain dissatisfied, you have the right to refer your complaint to the ICO free of charge (see Section 6 below).

6. Escalating Your Complaint to the ICO

If you remain dissatisfied with my response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO): the UK's independent supervisory authority for data protection. This service is free of charge.

ICO website: ico.org.uk/make-a-complaint
ICO helpline: 0303 123 1113 (Monday–Friday, 9am–5pm)
ICO postal address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

7. Record Keeping

I keep a written record of all data protection complaints I receive and how they were resolved, in line with my obligations under UK data protection law.

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Cotherstone House  •  Brixton, London SW2  •  www.cotherstonehouse.co.uk
cotherstonehouse@gmail.com  •  07568 145741