Data Protection Complaints Policy
Royal Signals Trustee Ltd (RSTL)
Document Owner: Royal Signals Corps Secretary
Policy Area: Data Protection and Information Governance
Version: 1.0
Effective from: July 2026
Purpose
Royal Signals Trustees Ltd (RSTL) is committed to protecting the privacy and personal information of all individuals whose information it processes.
RSTL recognises that individuals have the right to raise concerns where they believe their personal information has not been handled lawfully, fairly or transparently.
This policy establishes a clear, fair and consistent process for receiving, investigating and responding to complaints relating to the processing of personal data.
This policy supports RSTL's obligations under:
- UK General Data Protection Regulation (UK GDPR)
- Data Protection Act 2018
- Data (Use and Access) Act 2025 (DUAA 2025)
- Privacy and Electronic Communications Regulations, where applicable
- Information Commissioner's Office (ICO) guidance
Scope
This policy applies to all personal data processed electronically, on paper, through photography, or through any other medium by or on behalf of the Royal Signals Charity.
This includes information relating to:
- Members
- Employees
- Trustees
- Website users
- Any other identifiable individual
What is a data protection complaint?
A data protection complaint is any expression of dissatisfaction concerning how the Royal Signals Charity has collected, used, shared, stored or retained personal information.
Examples include concerns about:
- Marketing communications
- Use of photographs
- Disclosure of information and suspected data breaches
- Security of personal information
- Data accuracy
- Handling of Subject Access Requests
- Deletion of information
Who can make a complaint?
A complaint can be made by:
- Any data subject
- A parent or guardian acting on behalf of a child
- A person holding legal authority to act for another individual
- A representative authorised by the data subject
RSTL may request reasonable evidence of authority and identification where appropriate.
How to make a complaint
Complaints can be submitted by email, post or telephone.
By email
RSIGNALSHQ-HdCommsInfo-SEO@mod.gov.uk
By post
Data Protection Adviser (DPA)
HQ Royal Signals
Griffin House
Blandford Forum
Dorset
DT11 8RH
By telephone
0303 379 2350
What to include in your complaint
To help us investigate your complaint, please include:
- Your name
- Your contact details
- A description of your concern
- Relevant dates
- Any supporting evidence
- Your desired outcome
Complaint handling principles
Every complaint will be handled:
- Lawfully
- Fairly
- Objectively
- Confidentially
- Proportionately
- Without prejudice
- As quickly as is reasonably possible
Responsibilities
Board of Trustees
The Board of Trustees is ultimately responsible for ensuring appropriate governance arrangements exist for handling complaints.
Data Protection Adviser
The Data Protection Adviser (DPA):
- Receives complaints
- Coordinates investigations
- Maintains complaint records
- Ensures responses are issued
- Identifies lessons learned
- Reports significant matters to Trustees where appropriate
Employees
Employees must:
- Report complaints immediately
- Cooperate with investigations
- Preserve relevant records
- Maintain confidentiality
What happens when we receive a complaint?
Upon receiving a complaint, the Data Protection Adviser will:
- Acknowledge the complaint.
- Record it in the Complaints Register.
- Assess the complaint.
- Determine the action required.
- Identify whether a data breach has occurred.
Acknowledgement
You will receive an acknowledgement within five working days.
This will include:
- A reference number
- Details of the investigating officer
- The expected timescale
- A request for further information, if required
Response times
RSTL will aim to issue a response within 30 days.
If the complaint is complex and additional time is required, the complainant will be informed of:
- The reason for the additional time
- The expected timescale
- Progress with the investigation
Possible outcomes
Following an investigation, RSTL may conclude that:
- No breach occurred.
- The complaint is upheld.
- The complaint is partially upheld.
- Insufficient evidence is available to reach a conclusion.
If you are dissatisfied with the outcome
If you remain unhappy with the outcome, you may request an internal review.
The review will consider whether:
- The investigation was thorough.
- All relevant evidence was considered.
- The decision was reasonable.
- Appropriate procedures were followed.
An internal review will not normally reinvestigate the complaint unless new evidence is presented.
Your right to complain to the Information Commissioner's Office
You have the right to complain to the Information Commissioner's Office (ICO) if you remain dissatisfied with how the Charity has handled your personal information.
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: i