Complaints - Privacy Statement

A new data protection law was introduced on 25th May 2018. As a result, we've updated our Privacy Notice to make it easier for you to find out how we use, process and protect your information.

What information do we need?

Argyll and Bute Council will act as the ‘Data Controller’ for the personal data you provide to us. The Data Protection Officer, who is responsible for ensuring personal data is managed in accordance with data protection legislation, can be contacted as follows:

Address: Iain Jackson, Governance and Risk Manager, Argyll and Bute Council, Governance and Law, Kilmory, Lochgilphead PA31 8RT. 

Email:   or  

Telephone:  01546 604188 or 01546 605522

The information we collect from you will include basic details such as your name and email address or postal address.  Unless specifically agreed with you, or provided directly by you in connection with your complaint, we will only collect personal data about you which does not include any special categories of personal information (also known as sensitive personal data).

Why do we need this information?

Your information is being collected to allow Argyll and Bute Council to process your complaint.

We need to know your name and contact details in order to provide you with a response to your complaint.  In line with our complaints procedure, we may still take forward complaints where no contact details are provided, however, no response can be issued.  We will not collect any personal data from you that isn’t needed for this purpose.

The lawful basis for collecting your information in these circumstances is:

Public task: processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the Council.

If you have provided special category data in relation to your complaint, our lawful basis for processing this data is:

  • For the provision of health or social care or treatment or the management of health or social care systems and services; or
  • For reasons of substantial public interest for aims that are proportionate and which contain appropriate safeguarding measures

What will we do with your information?

We will use your information to investigate and respond to complaint.   Your information will be shared with the relevant services within the Council to allow us to investigate the issues you have raised.  If you are unhappy with the outcome of your complaint and decide to take your complaint to the Scottish Public Services Ombudsman (SPSO), we will be required to share your information with them.

No information will be shared with any other third parties, unless there is a legal obligation for us to do so.  You should also be aware that your data will be stored on servers located within the United Kingdom.  We will take all reasonable steps to ensure that your data is kept secure and more information on how we do this can be provided by contacting the Data Protection Officer.

How long will we keep your information?

We retain data in line with our agreed retention schedules, which states that complaints case files can be kept for up to 5 years, and details of complaints can be kept on our corporate complaints register for up to 10 years.  After this period all data will be destroyed under secure arrangements.  More information on our retention policy and procedure can be obtained from the Data Protection Officer if required. 

Automated Decision Making

No automated decision making will take place.

Your Rights

When you provide information to the Council, you will have the following rights:

  • to withdraw consent at any time, where the legal basis specified above is consent (not applicable)
  • to lodge a complaint with the Information Commissioner’s Office – see below for details
  • to request access to your personal data – please contact the Data Protection Officer if you wish to submit a request.
  • to data portability, where the Legal basis specified above is i) consent or ii) performance of a contract (not applicable)
  • to request rectification or erasure of your personal data, as far as the legislation permits – please contact the Data Protection Officer and provide details of what data you wish to be rectified or erased.

You can find out more about your rights in relation to data protection here: or from the Data Protection Officer by telephone or in writing, as detailed above.

Information Commissioner’s Office

The ICO is the UK’s independent body set up to uphold information rights. 

Information Commissioner’s Office

Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Telephone:  0303 123 1113   Email:

The Information Commissioner’s Office – Scotland

45 Melville Street, Edinburgh, EH3 7HL
Telephone:  0303 123 1115  Email:

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