Tractor Spares Privacy Policy

Data Protection Complaints Handling Policy

1. Purpose

Tractor Spare Parts Ltd is committed to protecting the personal data of its customers, suppliers, employees and other individuals whose information we process.

This policy explains how individuals can raise concerns or complaints about our handling of personal data and how we will investigate and respond to those complaints.

This policy is designed to comply with:

• UK GDPR
• Data Protection Act 2018
• Data (Use and Access) Act 2025
• Guidance issued by the Information Commissioner's Office (ICO)

2. Scope

This policy applies to complaints relating to personal data processed by Tractor Spare Parts Ltd, including information collected through:

• www.tractorspareparts.co.uk
• Telephone orders
• Email correspondence
• Sage accounting software
• Customer accounts
• Delivery and shipping records
• Marketing communications

3. What Is a Data Protection Complaint?

A data protection complaint is any concern relating to how we collect, use, store, share, secure or delete personal information.

Examples include:

• Concerns about the security of personal information.
• Alleged unauthorised disclosure of personal data.
• Requests to correct inaccurate information.
• Concerns about how long information is retained.
• Concerns regarding marketing communications.
• Complaints about how a Subject Access Request has been handled.
• Concerns about a data breach affecting personal information.

A complaint does not need to use the words "data protection complaint" for us to treat it as one.

4. How to Make a Complaint

Complaints may be submitted by:

• Email: [email protected]
• Post:
  Data Protection Complaints
  Tractor Spare Parts Ltd
  Wesleyan House
  Alstonefield
  Ashbourne
  Derbyshire
  DE62FY
• Telephone: 01335 310538
• Website: Through our website contact form.

We will make reasonable efforts to assist anyone who requires help submitting a complaint.

5. Acknowledgement of Complaints

We will acknowledge receipt of a data protection complaint within 30 calendar days of receiving it.

The acknowledgement will:

• Confirm that the complaint has been received.
• Provide a reference number where appropriate.
• Explain the next steps.
• Provide contact details for the person handling the complaint.

6. Investigation Process

Upon receiving a complaint we will:

1. Review the complaint and identify the issues raised.
2. Gather relevant records and evidence.
3. Interview staff where necessary.
4. Assess whether there has been a breach of data protection law or company procedures.
5. Determine any corrective actions required.
6. Keep the complainant informed where investigations are likely to take an extended period.

We may request additional information to verify identity or clarify the complaint.

7. Response Times

We will investigate and respond without undue delay.

Where possible, we aim to provide a full response within 30 days.

More complex complaints may require additional time. If so, we will inform the complainant of the reason for the delay and provide updates on progress.

8. Outcomes

Following investigation, we may:

• Explain why our handling of personal data was lawful and appropriate.
• Correct inaccurate information.
• Restrict or stop certain processing activities.
• Delete information where appropriate.
• Improve procedures or staff training.
• Take other corrective measures.

Our response will explain the outcome and any actions taken.

9. Escalation Rights

If an individual remains dissatisfied with our response, they may contact the Information Commissioner's Office (ICO).

Information Commissioner's Office

Website:
https://ico.org.uk

Helpline:
0303 123 1113

10. Record Keeping

We will maintain records of:

• Complaints received.
• Dates received and acknowledged.
• Investigation actions.
• Correspondence.
• Outcomes and remedial actions.

Complaint records will be retained for a minimum of three years unless a longer retention period is required for legal reasons.

11. Staff Responsibilities

All employees who receive a complaint relating to personal data must:

• Forward it immediately to the designated person responsible for data protection.
• Preserve relevant records.
• Cooperate with any investigation.
• Maintain confidentiality throughout the process.

12. Responsibility for This Policy

Overall responsibility for this policy rests with the Directors of Tractor Spare Parts Ltd.

This policy will be reviewed annually and whenever changes to data protection legislation require amendment.

Version: 1.0
Effective Date: 19 June 2026
Review Date: Annually
Approved By: Directors, Tractor Spare Parts Ltd