GDPR Complaints Policy

If you are considering making a complaint about how your personal data has been handled by The Black Watch Regimental Trust (BWRT), this procedure details what we ask you to do and how we will respond to your complaint. We will respond to your complaint as quickly as possible and keep you informed and updated as we progress through the procedure and investigation.

You can send your complaint:

By email: enquiries@theblackwatch.co.uk

By post: The Data Compliance Manager, The Black Watch Regimental Trust, Balhousie Castle, Hay Street, Perth, PH1 5HR

When making a complaint, please provide us with as much information as possible as this will give us the fullest understanding of the nature of your complaint and how it may be investigated. When contacting us, please feel free to let is know how you think the matter could be resolved.

Please include:

Your name
Your email address and/or postal address
Your contact telephone number (we may wish to contact you to discuss your complaint or seek additional information to assist with our investigation)
Details of the nature of your complaint (please provide as much information as possible)

We will:

Acknowledge receipt of your complaint as quickly as possible. This will be within 5 working days, at most.
The Data Compliance Manager will investigate your complaint gathering and recording information and evidence as part of the process.
The Data Compliance Manager, or a delegated staff member, may contact you to seek clarification or additional information relating to your complaint in order to progress the investigation in a thorough and timely manner.

Once the investigation element of the procedure is complete:

We will respond to your complaint in writing as quickly as possible. This will be within 4 weeks at the most.
If the investigation is particularly complex, we will keep you informed of progress and provide you with an estimated date to contact you again with our findings. We will provide as much information as possible including details of how we have remedied anything that may have gone wrong.
We will make this information as clear as possible. However, if you need further clarification and information, you will be invited to request this.

At this stage, we would hope to have addressed your complaint in a manner that is satisfactory to you. If this is not the case, you will have the opportunity to communicate any outstanding concerns you may have which will be escalated to the Board of Trustees for further consideration. Any further actions or outcomes would be communicated to you in writing.

Please be aware that you can make a complaint directly to the Information Commissioner’s Office at any time via their website: www.ico.org.uk

Confidentiality

All complaints, and their associated investigations, will be handled in a sensitive manner and treated with the highest levels of confidentiality throughout.