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Complaints Privacy Notice

Details of what information we collect from you, what we do with it and who it might be shared with.

We collect personal information about you such as your name and address. We will also collect any information relating to your complaint. Sometimes this might be sensitive information such as your gender, financial, family or health circumstances, if they are relevant to the complaint.

We collect this information to provide you with a service you have requested from us. You can withdraw your consent for us to use this information at any time, and we will stop using it. But please be aware that we may be unable to continue providing you with the service if you do so.

The information Tunbridge Wells Borough Council complaints services collects will be stored by Maidstone Borough Council on our behalf. Maidstone Borough Council's privacy information can be viewed here.  It will also be stored by Granicus, our software providers. We will not normally share your information with organisations other than those that we are contracted with (for example, our refuse collection service) without your consent.

We use the information you provide to assess complaints. We won’t use it for any other purpose without your consent, or without notifying you first. We may give your information to other public authorities to enable them to deliver services, investigate or prevent crime, or to pursue a legal claim. We may also give it to other organisations or people outside of the public sector if they have a legitimate reason for using your information (such as pursuit of a legal claim against you).

We will only keep your information for as long as we need it. Once we no longer need it, we will retain it for a set period (a retention period) but not use it. When the retention period expires we will delete your information from our records. If you would like to know the retention periods for our most common forms of information, please see our Retention Schedule or Record of Processing Activity on our website.

You can access the information we hold about you, find out further information on privacy rights, or raise a concern by contacting the Data Protection Officer.


Tel: 01892 554077

By post:

The Data Protection Officer
Tunbridge Wells Borough Council
Room 110
Town Hall
Royal Tunbridge Wells