Data Protection Complaints Procedure

Imago takes its obligations under the UK GDPR (2018), the Data Protection Act (2018), and the Privacy and Electronic Communications Regulations (PECR) very seriously.

This procedure details how Imago will respond to complaints from individuals relating to the use of their personal data, complaints made in relation to Imago’s processing of personal data, and complaints made by third parties in relation to Imago’s use of personal data.
 

Scope

This procedure applies to:

  • Guests
  • Employees
  • Contractors
  • Third-party service providers
  • Any individual whose personal data is processed by our Venues
     

How to make a complaint

Complaints can be submitted:

  • By email to the Data Protection Officer (DPO): dataprotection@welcometoimago.com
  • In writing to: Data Protection Officer, Imago Venues, c/o Burleigh Court, Loughborough University, Loughborough, Leicestershire, UK LE11 3TU.

Please include:

  • Your full name and contact details
  • A clear description of your complaint
  • Any relevant dates, documents, or communications
  • The outcome you are seeking (if applicable)
     

Complaint Handling Procedure

Upon receiving a complaint:

  1. Acknowledgement: Imago will acknowledge receipt within 5 working days.
  2. Investigation: The DPO will investigate the complaint, consulting relevant team members and reviewing documentation.
  3. Response: A formal response will be provided within 30 working days. If more time is needed, the complainant will be informed. This will normally be via email.
  4. Resolution: If the complaint is upheld, appropriate corrective actions will be taken (e.g., updating records, improving procedures, reporting breaches).
     

Escalation

If you are not satisfied with the outcome, you may escalate the complaint to:

Information Commissioner’s Office (ICO)
Website: www.ico.org.uk
Helpline: 0303 123 1113
 

We may ask you to verify your identity

To protect your personal data, we will seek to confirm your identity if there is any doubt about the identity of the person making a complaint. A copy of a passport or photo driving licence are acceptable forms of identification.

Imago will only accept a complaint from an individual’s representative, if the representative provides written consent from the individual authorising the representative to act on their behalf in relation to the complaint.

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