What information do we need?

It is important for us to receive feedback from our customers on the services we provide, whether this is compliments or complaints. To process any feedback, especially if you are making a complaint to us, we will need to hold information such as your name, contact details and information which is relevant to the feedback you are providing.

Why we need it?

We need to know this information about you so that we are able to contact you about your feedback, this is especially important if you are making a complaint as we will consider the points you have raised, investigate your complaint if appropriate and provide you with a response.

Therefore, the lawful basis we rely on to process your personal data when you provide us with feedback or make a complaint that it is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the Council as data controller.

If we process any special category data as a result of your complaint, the lawful basis for this is that the processing is necessary for reasons of substantial public interest.

For those complaints which are investigated under the Statutory Children’s services Complaints and Representations Procedure, our lawful basis is that the processing is necessary for compliance with a legal obligation. The related legislation being Children’s Act 1989 and Children Act 1989 Representations Procedure (England) Regulations.

For complaints regarding Adult Social Care services our lawful basis is that the processing is necessary for compliance with a legal obligation. The related legislation being The Care Act 2014 and The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

Do we share your information?

We do not trade personal data for any commercial purpose; however, we will share your personal information with the department responsible for handling your compliment or complaint so they can investigate and provide you with a response. Depending on the nature of your complaint, we may also share your personal information with a third party, such as another local authority, or a business but only where it is necessary to do so we can fully investigate your complaint.  

If you have raised a complaint regarding adult social care services, then we will share your complaint with Torbay and South Devon NHS Foundation Trust (TSDFT) and ask them to investigate the issues you have raised and provide us with a response. If your complaint includes or is solely about health care services provided by TSDFT we will forward this on TSDFT and they will contact you directly.

Outside of the above we will only disclose your personal information if we have a lawful basis to do so, for example for the prevention and detection of crime, or if we have your consent.  

How long doe we keep your information?

For compliments we will keep your personal data for 2 years.

For all complaints we hold your personal data for 6 years after the point at which the complaint is closed.

What information do we need?

To process requests for information made under FOI and EIR, the Council needs to hold your name and contact details.

Why we need it?

The FOI Act requires that a request for information must include the real name of the requester, in addition to this, under both FOI and EIR we will also require your contact details so that we can respond to your request and provide you with the information you have asked for. We need these details in order to exercise a task which we have official authority to carry out.

Do we share your information?

We do not trade personal data for any commercial purpose, and we do not share your personal information with anyone else unless we have a lawful basis to do so, for example for the prevention and detection of crime, or if we have your consent.

How long do we keep your information?

Your personal information held for the purpose of FOI and EIR requests will be kept on a secure electronic database and will be kept for no longer than 10 years, after which it will securely destroyed.

What information do we need?

To process information rights requests made under data protection legislation we will need to hold information such as your name, date of birth, address and any other possible identifiers.

Why we need it?

We will need to collect this information from you so that we can make sure we find the right information on our systems in order to consider and comply with your request, if we are able to. We need these details in order to exercise a task which we have official authority to carry out under data protection legislation, the GDPR and Data Protection Act 2018.

Do we share your information?

We do not trade personal data for any commercial purpose, however, we will share your personal information with the department responsible for handling your request so that they can either provide the information requested or so they can comply with the required action you have requested, where appropriate. Should your personal data be held by another organisation on our behalf or if we have shared information about you to another organisation, then we will contact that organisation in respect of your request.

We do not share your personal information with anyone else unless we have a lawful basis to do so, for example for the prevention and detection of crime, or if we have your consent.

How long do we keep your information?

Personal information we hold to process information rights requests will be kept on a secure electronic database and will be kept for no longer than 6 years, after which it will securely destroyed.