Public Data Processing Complaints Procedure
Introduction
If you are unhappy with how EMS Healthcare have handled your personal information the details provided in this document will explain how you can make a complaint to us, how we will keep you informed on progress and the outcome of your complaint.
We will make every effort to ensure concerns are addressed promptly, fairly, and transparently, supporting compliance with duties relating to:
• lawful and fair data access and use
• data accuracy and security
• oversight requirements
• your rights under GDPR, UK Data Act 2018 and Data Use and Access Act 2025
Additional information regarding our data protection practices is detailed in our Privacy Notice available on the EMS Healthcare website. Should you require a copy please let us know.
The Data Protection Officer (DPO) of EMS Healthcare will be your main point of contact following receipt of the complaint.
How you can make a complaint
Channels
Complaints may be submitted via:
• Email to the Data Protection Officer
• Written letter to the organisation’s registered office
• Verbally to a member of staff
Refer Contact Details at the bottom of this page.
Required Information
You need to provide us with:
• Your name and preferred contact details
• A description of the issue
• The date(s) this took place
• Evidence, if available
• Desired outcome (optional)
Complaint being made on behalf of another person
If you (e.g. as a family member or solicitor) are making a complaint on behalf of another person, we will need to check you have been authorised to act on the complainant’s behalf.
The form of evidence we will accept depends on the circumstances of each request but could include:
• Power of attorney; or
• Signed letter of authority from the person you are acting on behalf of.
If you have no evidence that you are authorised to act on someone else's behalf, we may not be able to proceed with the investigation. You will be advised if this is the case.
Acknowledgment of a complaint
Timeframe
We will acknowledge your complaint within 30 working days following the day on which the complaint is received, using the preferred contact details you have provided.
We will provide you with a reference number and copy of this document.
If we require more details to clarify exactly what the complaint is about, we will contact you as soon as possible, noting this may extend the time in which we complete our investigations, beyond 30 days.
Initial Triage
The Data Protection Officer will review the details you have provided to:
• Identify the nature of the complaint, and
• Assess urgency and potential risk.
Investigation
An investigation will be conducted by the Data Protection Officer and other personnel as required to establish the facts and determine the cause.
Update on Progress
You will be kept informed on the progress of the investigation.
We will work to complete the investigation without undue delay but if more time is needed, you will be informed with reasons why and an adjusted expected completion date.
Outcome & Response
Outcome Letter
Following completion of the investigation you will receive a written response that includes:
• Summary of the complaint
• Findings of the investigation which will include a clear explanation of what has been done to resolve the complaint
• Actions taken
• Measures taken to prevent recurrence, if applicable
If you are not happy with the outcome, you have the right to escalate the complaint to the Information Commissioner’s Office (ICO). See section below for further details.
External Escalation
Under the UK’s Data Use and Access Act (DUAA), if you are unsatisfied with our investigation and the outcome given, you have the right to escalate concerns to:
The UK regulator: Information Commissioner’s Office (ICO).
Their contact details are as follows:
https://ico.org.uk/make-a-complaint/data-protection-complaints/
Contact Details
Email: gdpr@ems-healthcare.com
Postal address: Viscount House, Saltney, Cheshire, CH4 8RH
Phone: 0151 350 1590