1. How to complain
You may complain about how Talent Journey Operations Limited has used or protected personal data by:
- emailing dpo@wearetalentjourney.com;
- using the electronic form at wearetalentjourney.com/data-protection-complaints; or
- writing to the Data Protection Lead at 21 Navigation Business Village, Navigation Way, Ashton-on-Ribble, Preston, PR2 2YP.
Please include your name, contact details, the organisation or account involved, what happened, the outcome you are seeking and copies of relevant communications. Do not send unnecessary sensitive information.
2. What we will do
- Record the complaint and assign an owner who was not directly responsible for the issue where reasonably practicable.
- Acknowledge receipt within 30 days. We normally aim to acknowledge much sooner.
- Take appropriate steps to investigate without undue delay, including reviewing relevant systems, contracts, logs, decisions and communications.
- Ask for clarification or identity evidence only where reasonably necessary.
- Keep the complainant informed where the investigation cannot be concluded promptly.
- Communicate the outcome without undue delay, including findings, action taken or proposed, and the right to raise the matter with the ICO.
3. Internal handling standards
| Stage | Target and requirement |
|---|---|
| Triage | Within 2 Business Days where practicable. Identify any urgent security, rights-request, safeguarding or legal issue. |
| Acknowledgement | No later than 30 days after receipt. |
| Investigation plan | Identify facts, systems, processors, lawful basis, policies, remedial action and responsible owner. |
| Progress updates | Provide proportionate updates if the outcome is delayed. |
| Outcome | Explain whether the complaint is upheld, partly upheld or not upheld; the reasons; corrective action; and escalation route. |
| Record retention | Six years after closure, subject to the Retention Schedule. |
4. Complaints involving suppliers or breaches
Where a complaint concerns a processor or subprocessor, we will use contractual assistance and audit rights. If the facts indicate a personal data breach, the breach procedure takes priority and the 72-hour regulatory assessment period is not delayed by the complaints timetable.
5. Escalation to the ICO
A person may complain to the Information Commissioner’s Office at any time. Information is available at ico.org.uk and on 0303 123 1113. We ask for the opportunity to resolve concerns directly, but this does not affect that right.