Wholeness & Wellbeing Counselling Agency (WWCA)
Effective Date: June 2026
Review Date: June 2027
Purpose
Wholeness & Wellbeing Counselling Agency (WWCA) is committed to protecting the privacy and personal information of all clients, counsellors, volunteers, trustees, staff, and service users.
This procedure explains how individuals can raise concerns or complaints about the way WWCA collects, stores, uses, shares, or manages personal information and how those complaints will be handled.
Who Can Make a Complaint?
Any individual whose personal data is processed by WWCA may make a complaint regarding:
- The collection or use of their personal information.
- Access to personal data.
- Accuracy of personal information held.
- Data retention or deletion.
- Confidentiality concerns.
- Data security issues.
- Data sharing practices.
- Any alleged breach of UK data protection legislation.
How to Submit a Complaint
Complaints can be submitted free of charge using any of the following methods:
Email: info@wwca.uk
Post:
Wholeness & Wellbeing Counselling Agency (WWCA)
158, Bradford road
Idle,
Bradford
BD10 8SA
Telephone: 01274 785883
When making a complaint, please provide:
- Your name and contact details.
- A description of your concern.
- Any relevant dates or correspondence.
- Details of the outcome you are seeking.
Individuals may appoint a representative to act on their behalf where appropriate.
Acknowledgement of Complaints
WWCA will acknowledge receipt of a data protection complaint within seven working days.
The acknowledgement will include:
- Confirmation that the complaint has been received.
- The name or role of the person handling the complaint.
- Information about the next steps in the process.
- Expected timescales for a response.
Investigation Process
WWCA will:
- Review the complaint and any relevant records.
- Contact the complainant if further information is required.
- Assess whether any breach of data protection legislation or organisational policy has occurred.
- Take appropriate corrective action where necessary.
Complaints will be handled fairly, impartially, and confidentially.
Response Timescale
WWCA aims to provide a full written response within 30 calendar days of receiving the complaint.
Where a complaint is particularly complex and additional time is required, the complainant will be informed of:
- The reason for the delay.
- The expected completion date.
Outcomes
Following investigation, WWCA may:
- Explain why the organisation believes it acted appropriately.
- Correct inaccurate information.
- Restrict or stop certain processing activities.
- Delete data where legally permissible.
- Improve procedures or staff training.
- Apologise and take remedial action where appropriate.
A written outcome will be provided to the complainant.
Escalating a Complaint
If a complainant is dissatisfied with WWCA’s response, they have the right to raise their concerns with the Information Commissioner’s Office (ICO).
Information Commissioner’s Office (ICO)
Website: www.ico.org.uk
Telephone: 0303 123 1113
Address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
WWCA encourages individuals to allow us the opportunity to resolve concerns before contacting the ICO, but individuals may contact the ICO at any time.
Record Keeping
WWCA will maintain a record of:
- Complaints received.
- Investigations undertaken.
- Actions taken.
- Outcomes communicated.
Complaint records will be stored securely and retained in accordance with WWCA’s Data Protection & Privacy Policy.
Review
This procedure will be reviewed annually or sooner if required by changes in legislation, guidance, or organisational practice.
