Data Protection Complaints Procedure

Last updated: 23 August 2026

Making a complaint

You can complain to OMSUK if you believe we have handled your personal information incorrectly, unfairly, unlawfully or without appropriate security.

You can submit a complaint by:

Email: hello@omsuk.com

Post: Data Protection Lead, OMSUK Ltd, 50 Acre End Street, Eynsham, Oxfordshire, OX29 4PD

Telephone: 01865 882504

Please include:

  • Your name and contact details.

  • A description of your concern.

  • Relevant dates, communications or reference numbers.

  • The outcome you would like us to consider.

  • Any supporting information that may help us investigate.

You do not need to use a particular form or quote any legislation. We will provide reasonable assistance if you need help making your complaint.

What happens next

We will acknowledge your complaint within 30 days of receiving it.

We will investigate without undue delay. Depending on the circumstances, this may involve:

  • Reviewing relevant records, systems and communications.

  • Speaking to the personnel involved.

  • Checking applicable policies, contracts and legal obligations.

  • Asking you for clarification or further information.

  • Taking steps to limit or correct any continuing problem.

We will keep you appropriately informed while the investigation is ongoing.

Our response

Once our investigation is complete, we will tell you the outcome without undue delay.

Our response will normally explain:

  • What we investigated.

  • The information we considered.

  • Our findings.

  • Whether we upheld all or part of your complaint.

  • Any action we have taken or intend to take.

  • How you can raise any remaining concerns.

If we cannot provide a full outcome promptly because the matter is particularly complex, we will explain the reason and provide appropriate progress updates.

Complaining to the Information Commissioner

If you remain dissatisfied, you have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection:

Website: ico.org.uk/make-a-complaint
Telephone: 0303 123 1113
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We would appreciate the opportunity to investigate and resolve your concern first, but you do not need our permission before contacting the Information Commissioner’s Office.

Records and confidentiality

We will handle complaints as confidentially as reasonably possible.

We will retain an appropriate record of the complaint, our investigation, our findings and any resulting actions. Access will be restricted to personnel who need the information to investigate the complaint, obtain advice or implement corrective action.

Making a complaint will not affect the service you receive from OMSUK or result in unfair treatment.