Data Protection Complaints Policy

Purpose

The purpose of this policy is to set out how Lantra manages, investigates, and responds to data protection‑related complaints in a fair, transparent, and timely manner. It explains the standards we apply when handling concerns about the collection, use, or security of personal information, and outlines the steps individuals can expect us to take once a complaint is raised. This policy ensures that anyone whose data we process understands how to seek clarification, raise issues, and exercise their rights under UK data protection law.

 

Scope

This policy applies to all personal data processed by Lantra while delivering our services, fulfilling our operational responsibilities, or interacting with learners, customers, partners, employees, contractors, and members of the public. It covers all types of data protection complaints, including concerns about the fairness or lawfulness of processing, delays in responding to rights requests, insufficient transparency, or potential security incidents involving personal information. The policy applies to all Lantra staff and anyone acting on our behalf who handles or has access to personal data.

 

Our Commitment

Lantra is committed to handling your personal information responsibly and in full compliance with:

  • UK Data (Use & Access) Act 2025
  • UK General Data Protection Regulation (UK GDPR)
  • Data Protection Act 2018.

We take all privacy concerns seriously and aim to resolve them fairly, promptly, and transparently.

When You Can Complain

You can raise a complaint with Lantra if you believe:

  • Your personal data has been collected, used, or shared in a way that is unfair, excessive, or unlawful.
  • You have experienced unreasonable delays or incomplete responses to a data rights request (e.g. a Subject Access Request).
  • You have not been properly informed about how your data is used.
  • There has been a possible breach of confidentiality or security involving your personal data.

How To Make A Complaint

You can contact us through any of the following methods:

  • Email: Data Protection Officer at [email protected]
  • Post: Data Protection Officer, Lantra, Stoneleigh Park, Warwickshire CV8 2LG

If you are unsure whether your concern qualifies as a data protection complaint, please still contact us – we will help you route it to the right person.

What Happens Next

We will acknowledge your complaint within 30 days, as required by the UK Data Access Act 2025. We will investigate your concern fully and respond without undue delay – usually within 90 days. If we need more details from you (for example, to confirm your identity or clarify what happened), the response time may be paused while we await your reply.

Our Approach

  • Review the circumstances carefully and fairly.
  • Check relevant records and communications.
  • Take appropriate corrective action if we find that something has gone wrong.
  • Provide you with a clear written explanation of our findings and any steps we have taken.

If You’re Not Satisfied

If you are unhappy with our response or how we have handled your data, you have the right to contact the Information Commission.

Website: https://ico.org.uk/make-a-complaint/ 

Phone: 0303 123 1113

Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Your Rights

Under the UK GDPR and UK Data Access Act 2025, you have the right to:

  • Access the personal information we hold about you.
  • Request corrections or deletions.
  • Object to how we use your data.
  • Request a review of automated decisions made about you.

Details on how to exercise these rights are set out in the Lantra Privacy Policy available at www.lantra.co.uk/privacy.

Review Of This Policy

Lantra reviews this policy annually, or sooner if laws or operations change significantly. The latest version is always available on our website.