Data Protection Complaints Procedure

Anyone whose personal information Rezolva Limited handles can complain about how we have used it. That includes client contacts, brokers, debtors, guarantors, representatives and people named in documents supplied to us. A representative may complain on your behalf if you authorise them.

This procedure covers data protection complaints. Complaints about the underlying debt, a balance or the conduct of a case are handled through our normal case correspondence, although you may use this route if the concern is about your personal information.

• Online: use the data protection complaint form on this website. You will be given a complaint reference immediately.
• By email: privacy@rezolva.co.uk, with “Data protection complaint” in the subject line.
• By post: Data Protection, Rezolva Limited, 5 Strand Court, Bath Road, Cheltenham, GL53 7LW.

Please tell us your name and contact details, any Rezolva reference you have, what has happened and what you would like us to do. If you have accessibility needs, or need to complain in another format, tell us and we will make reasonable adjustments.

We may need to verify your identity, or a representative's authority, before we can discuss personal information. We will ask for the least information needed to do so, and we will tell you when the clock is affected.

We will acknowledge your complaint within 30 days of receiving it, in line with current Information Commissioner's Office requirements. The acknowledgement will confirm your complaint reference, what we understand the complaint to be, and who is dealing with it.

The 30 days is the deadline for acknowledging your complaint. Investigating the substance may take longer; we will keep you informed and will give you the outcome without undue delay.

1. We record the complaint in our complaint register with a unique reference and an accountable owner.
2. We confirm the scope of the complaint with you if it is unclear.
3. We gather the relevant records, including audit history where it is relevant.
4. We keep you updated on progress, and always if the matter is taking longer than we expected.
5. We tell you the outcome in writing, explain our reasoning, tell you what we are changing if anything, and tell you how to escalate.

If you are unhappy with our outcome, you can ask us to review it, and you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint, by calling 0303 123 1113, or by writing to the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. You do not have to complain to us first, although it usually helps.

We keep a register of data protection complaints, including the reference, who complained, the dates, the identity-verification position, the owner, the acknowledgement deadline and date, our investigation notes, updates sent, the outcome and its date. Changes to a complaint record are written to an immutable audit history. Complaint records are retained for six years after the outcome.

The director responsible for data protection at Rezolva Limited owns this procedure and is accountable for complaint handling. Rezolva is not required to appoint a statutory Data Protection Officer and has not appointed one.