COMPLAINTS PROCEDURE

Blue Kangaroo Services Ltd (trading as Oak House Therapy)

Prepared: May 2026

Purpose and scope

This procedure sets out how Blue Kangaroo Services Ltd handles complaints from clients or other individuals regarding the way their personal data has been processed. It has been established in compliance with Section 103 of the Data (Use and Access) Act 2025 (DUAA), which requires data controllers to have an accessible, documented complaints procedure from 19 June 2026.

This procedure applies to any complaint relating to the processing of personal data by Blue Kangaroo Services Ltd, including but not limited to:

• Requests to access or delete records
• Concerns about who has seen session notes or personal information
• Questions about whether data has been shared (with supervisors, insurers, GPs or others)
• Concerns about how long data has been retained
• Failure to respond to a subject access request within the required timeframe
• Any other concern about the handling of personal data

How to make a complaint

Complaints can be submitted by:

• Email to hello@oakhousetherapy.co.uk with the subject line “Data complaint”
• Post to our registered address: 7 Wheatcroft Business Park, Edwalton, Nottingham NG12 4DG.

Complaints may be made by the individual whose data is affected, or by a representative acting with their consent. Anonymous complaints will be considered but we may be limited in the action we can take without identifying information.

What to include in your complaint

To help us investigate your complaint as quickly as possible, please include:

• Your name and contact details
• A clear description of your concern
• The dates on which the issue occurred (if known)
• Any relevant supporting information or correspondence

How we will handle your complaint

Step 1 — Acknowledgement (within 5 working days)

We will acknowledge receipt of your complaint in writing within 5 working days of receiving it. Our acknowledgement will:

• Confirm we have received your complaint
• Provide a reference or summary of the issue raised
• Confirm the expected timescale for our response
• Name a point of contact for your complaint

Step 2 — Investigation

We will investigate your complaint promptly and fairly. This may involve reviewing relevant records, correspondence or data processing logs. Where appropriate, we may contact you to ask for further information.

Step 3 — Resolution (within 3 months)

We will aim to resolve your complaint and send you a written response within 3 months of the date we received it. Our response will:

• Set out our findings
• Explain any action we have taken or intend to take
• Inform you of your right to escalate to the ICO if you are not satisfied

If we are unable to resolve the complaint within 3 months, we will write to you to explain why and give you a revised timescale.

Escalation to the ICO

If you are not satisfied with our response, or if we fail to respond within the timeframes above, you have the right to make a formal complaint to the Information Commissioner’s Office (ICO), the statutory body that oversees data protection law in the UK:

Website: ico.org.uk/make-a-complaint

Phone: 0303 123 1113

You may also escalate to the ICO at any time — you do not have to complete our internal process first, though we encourage you to raise the matter with us as a first step.

Record keeping

We will keep a written record of all data protection complaints received, including:

• The date the complaint was received
• A summary of the complaint
• The date of our acknowledgement
• The outcome and any action taken
• The date of our final response

Complaint records will be retained for six years from the date of resolution, in line with DUAA requirements.

Continuous improvement

We will use complaint records to identify patterns or recurring issues and to improve our data protection practices. This procedure will be reviewed annually and updated whenever there is a material change in our processing activities or applicable law.

Contact

For data protection queries or to submit a complaint:

Email: hello@oakhousetherapy.co.uk