COURSES > DIGITAL, DATA & FUTURE SKILLS

Understanding, Managing and Resolving Data Protection Complaints 

Applying UK GDPR Requirements and Internal Procedures to Real-World Complaint Scenarios

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This course is available for teams and organisations.

We’ll tailor it to your goals and deliver it online, at your offices, or wherever works best.

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Overview

Organisations are required to have a formal process for handling data protection complaints. The new requirements introduced by the Data (Use and Access) Act 2025 place greater emphasis on resolving concerns directly with individuals before matters escalate to the ICO. Organisations must be able to receive, investigate, respond to and learn from complaints in a structured and transparent way. 

This practical course explains what a data protection complaint is, how complaints differ from Subject Access Requests and other information rights requests, and what organisations must do to comply with the new legal requirements. Delegates will learn how to investigate complaints, communicate effectively with complainants, identify risks and use complaints as an opportunity to improve compliance.

Using plain English examples and case studies, the course provides a step-by-step guide to creating and operating an effective complaints procedure.

This course is suitable for

  • Data Protection Officers

  • Information Governance Managers

  • Compliance Officers

  • Legal Teams

  • Complaints Officers


Learning Outcomes

  • Understand the new complaints requirements introduced by the Data (Use and Access) Act 2025.

  • Recognise what constitutes a data protection complaint.

  • Distinguish complaints from SARs, erasure requests and other information rights requests.

  • Develop and operate a compliant complaints procedure.

  • Investigate complaints fairly and proportionately.

  • Understand the ICO's expectations when handling complaints.

  • Use complaints to improve accountability and compliance.


All ModernGov courses are Continuing Professional Development (CPD) certified,
with signed certificates available upon request for event.

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Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:

0800 542 9414
InHouse@moderngov.com


Contact Us

At ModernGov, we partner with experienced trainers who specialise in GDPR, data governance and customer service within the public sector.

Based on your organisation’s goals and requirements, we match you with the right expert: someone who understands your context and can deliver a tailored course designed to strengthen your team’s GDPR & data governance skills.

See trainer we regularly work with on this >

Trainers for this Course

Lynn Wyeth
Information Governance Manager

Read Full Bio

Lynn is the Information Governance Manager at Leicester City Council. Having previously worked as an MP and MEP’s political assistant, Lynn moved to her local council where she now oversees the Council’s Information Governance agenda including data protection, FOI, information sharing, RIPA and CCTV.

She has also helped health organisations with their information governance procedures.

Lynn is the author of two books…

Example Agenda

09:00 - 09:30 Registration

09:30 - 10:45 Session 1: Understanding Data Protection Complaints

  • What is a data protection complaint?

  • The Data (Use and Access) Act 2025 requirements.

  • ICO expectations and guidance.

  • Why complaints matter.

  • Common causes of complaints.

  • Data Protection Complaints versus:

    • Subject Access Requests

    • Rectification requests

    • Erasure requests

    • Restriction requests

    • Objections to processing

    • Corporate or other complaints

  • The role of the Data Protection Officer.

10:45 - 11:00 Morning Break

11:00 - 12:15 Session 2: Building an Effective Complaints Procedure

  • Mandatory elements of a complaints’ procedure.

  • Making it easy for people to complain.

  • Publishing and promoting the procedure.

  • Roles and responsibilities.

  • Acknowledging complaints.

  • Recording and tracking complaints.

  • Timescales and service standards.

  • Keeping complainants informed.

  • Complaint handling workflows.

  • Escalation routes.

  • Complaints involving processors and third parties.

  • Integrating complaints into existing governance frameworks.

12:15 - 13:00 Lunch

13:00 - 14:15 Session 3: Investigating and Responding to Complaints

  • Assessing the complaint.

  • Gathering evidence.

  • Interviewing staff.

  • Reviewing records and decisions.

  • Working with processors.

  • Understanding the legal basis for processing.

  • Identifying breaches and compliance failures.

  • Deciding appropriate remedies.

  • Drafting response letters.

  • Apologies, explanations and corrective action.

  • When to notify senior management.13:00 - 14:00 Lunch

14:15- 14:30 Afternoon Break

14:30 - 15:45 Session 4: Lessons Learned, ICO Engagement and Best Practice

  • What happens if the complainant remains unhappy?

  • Complaints to the ICO.

  • The ICO's approach to complaint handling.

  • Common organisational failings.

  • Monitoring complaint trends.

  • Reporting to management and boards.

  • Complaint metrics and KPIs.

  • Root cause analysis.

  • Updating policies and procedures.

  • Staff training and awareness.

  • Creating a culture of accountability.

  • Preparing for ICO scrutiny.

15:45 - 16:00  Questions, Feedback & End

  • Effective Report Writing, Senior Engineering Specialist, Eastleigh Borough Council

    “This course provided an excellent understanding of how to write effectively and why it is important to do so.”

  • Effective Proofing and Editing Skills: Senior Events Officer, King's College London

    “I would really recommend the course. Sue is a fantastic trainer and the day passed by far too quickly. Lots of helpful resources to take away, also very impressed with the smooth transition to online learning. Thank you!

  • Effective Data Visualisation: Corporate Performance Management Officer, Carmarthenshire County Council

    “I have learned a great deal with many tips and ideas to enable to improve the authority’s reports”

  • Effective Business Process Mapping: Internal Quality and Improvement Officer, Social Work England

    “It was a fun course to take a part in. There was a lot of information given, and it was done in an engaging way with lots of interactivity, even over zoom. i really enjoyed the course and learned lots from it.”

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