This procedure explains how to raise a complaint about how we have handled your personal data, and what you can expect from us in response. It is published in accordance with section 103 of the Data (Use and Access) Act 2025 and the UK General Data Protection Regulation (UK GDPR).

If your complaint is about our products, installation, or service rather than data protection, please use our general Complaints Procedure instead.

1. Our commitment

The Scottish Shutter Company (trading name of Rocknowe Interiors Limited) takes data protection seriously. We are registered with the Information Commissioner's Office under registration number ZB581919, and our full approach to personal data is set out in our Privacy Policy.

If something has gone wrong, we want to know about it. We will deal with every data protection complaint promptly, fairly, and free of charge.

2. What this procedure covers

You can use this procedure to complain about any aspect of how we collect, use, store, share, or otherwise handle your personal data. Common examples include:

You believe we are holding personal data about you that we should not have
You believe the personal data we hold about you is inaccurate or out of date
You have asked us to stop sending you marketing and the contact has not stopped
You have asked us to delete your data and are not satisfied with our response
You have made a subject access request and are not satisfied with our response
You believe we have shared your data with someone we should not have
You are concerned about how secure your data is with us
You have a general concern about our data protection practices

3. How to raise a data protection complaint

You can raise a data protection complaint by any of the following routes. You do not need to give a reason for choosing one over another.

Email: privacy@scottishshutters.co.uk (please put "Data Protection Complaint" in the subject line)
Phone: 0800 086 2989 (ask to speak to David Browne, our Data Protection lead)
Post: Data Protection Lead, The Scottish Shutter Company, Unit 2 Ainslie Street, West Pitkerro Industrial Estate, Broughty Ferry, Dundee, DD5 3RR

To help us deal with your complaint as quickly as possible, please tell us:

Your name and how you would like us to contact you
What has happened, and when
What you would like us to do to put it right
Any reference number from previous correspondence with us

You can complain on behalf of someone else if they have authorised you to do so in writing. We may ask you to confirm this before we discuss the details of their data with you.

4. What happens next

Our process follows these stages:

Acknowledgement: We will acknowledge your complaint in writing within 5 working days of receiving it, and confirm who is dealing with it.
Investigation: Our Data Protection lead will investigate without undue delay. This may involve searching our systems (Pipedrive, email, accounting, marketing) to understand what data we hold about you and how it has been handled.
Substantive response: We aim to give you a full written response within 30 days of acknowledgement. Where a complaint is unusually complex, we may extend this by up to two further months, and we will tell you why before the original 30-day deadline expires.
Putting it right: If we find that something has gone wrong, we will tell you what we are doing to fix it, and within what timescale. This may include correcting data, deleting data, stopping a particular type of contact, or changing how we work.

At every stage, we will keep a record of the complaint, our investigation, and the outcome.

5. If you are not satisfied with our response

If our substantive response does not resolve your complaint, you have several options:

Ask for an internal review: Write to David Browne at privacy@scottishshutters.co.uk requesting that the complaint be reviewed at director level. We will respond to the review within 20 working days.
Complain to the Information Commissioner's Office (ICO): You have the right to complain to the regulator at any time, whether or not you have used our internal procedure first. The ICO is the independent UK regulator for data protection.
- Website: ico.org.uk/make-a-complaint
- Helpline: 0303 123 1113
- Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Seek a judicial remedy: You have the right to seek compensation through the courts where you have suffered damage as a result of a breach of data protection law.

We will not treat you any differently because you have made a complaint, and we will not charge you a fee for raising one.

6. Vexatious or repeated complaints

In very rare cases a complaint may be manifestly unfounded or excessive, for example where the same complaint is repeated after a final response has been given and no new information has been provided. Where we consider this to be the case, we will explain our reasoning in writing and tell you how to challenge our decision with the ICO.

7. Recording and learning from complaints

We keep a written record of every data protection complaint, our investigation, the outcome, and any action we have taken as a result. We review these records at least annually so that we can spot patterns, learn from what has gone wrong, and improve how we look after personal data.

8. Review of this procedure

This procedure is reviewed annually each April, and at any other time where changes to law or our practices make a review necessary. The date of the most recent review is shown at the top of this page.

Data Protection Lead: David Browne, Project Director
Email: privacy@scottishshutters.co.uk
Phone: 0800 086 2989
ICO registration: ZB581919

Data Protection Complaints Procedure