Data protection complaints policy

Data protection complaints policy

Version 1.0 | June 2026 | Review Due: June 2027

1. Our commitment

Spruce Architecture is committed to protecting and respecting the personal data of our clients, prospective clients, community members, website visitors, and other individuals we interact with.

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and any other applicable UK data protection legislation.

We recognise that individuals have the right to raise concerns about how their personal data has been collected, used, stored, shared, or otherwise processed. All data protection complaints will be treated seriously, investigated fairly, and responded to promptly and transparently.

Data Protection Contact

Email: info@sprucearchitecture.com 
Website: www.sprucearchitecture.com 
Postal Address: Unit E, Glennys, Latimer Road, Eastbourne, East Sussex, BN22 7ET

ICO Registration Number: ICO:00012640655

2. What is a data protection complaint?

A data protection complaint is any concern relating to the way Spruce Architecture has handled personal data.

Examples may include:

  • Personal data being collected without a lawful basis 
  • Personal data being used for purposes other than those originally stated 
  • Personal data being shared with third parties without appropriate justification 
  • Failure to respond appropriately to a data subject rights request 
  • Personal data being retained longer than necessary 
  • Concerns regarding the security or confidentiality of personal data 
  • Concerns about marketing communications or consent 
  • Any other issue relating to the processing of personal data 

A data protection complaint is separate from a complaint about services, programme delivery, customer service, or other commercial matters. Service-related complaints should be directed to our general customer support contact.

3. How to make a data protection complaint

If you have concerns about how we have handled your personal data, please contact us as soon as possible.

By email (preferred)

Email:info@sprucearchitecture.com

Subject Line: Data Protection Complaint

By post

Spruce Architecture 
Unit E, Glennys, Latimer Road, Eastbourne, East Sussex, BN22 7ET 

Through our website

To help us investigate your complaint efficiently, please provide:

  • Your full name 
  • Your contact details 
  • A description of the concern 
  • Details of the personal data involved (where known) 
  • Any relevant dates or communications 
  • The outcome you are seeking 

If you are acting on behalf of another individual, we may require evidence of your authority to act on their behalf.

4. Our complaints process

Acknowledgement

We will acknowledge receipt of your complaint within 30 calendar days of receiving it.

Our acknowledgement will confirm that the complaint has been received and is being reviewed.

Investigation

All complaints will be investigated by an appropriate member of the business.

The investigation may include reviewing:

  • What personal data we hold 
  • The lawful basis relied upon for processing 
  • How the data has been used 
  • Whether data subject rights have been respected 
  • Whether internal policies and procedures were followed 
  • Whether any data protection breach or error has occurred 

Where necessary, we may contact you to request additional information.

Outcome

Once our investigation is complete, we will provide a written response explaining:

  • Our findings 
  • Any corrective action taken or proposed 
  • Any improvements made to our processes 
  • Your right to escalate the matter to the Information Commissioner’s Office (ICO) 

If additional time is required due to the complexity of the complaint, we will keep you informed and explain the reasons for any delay.

5. Internal complaint records

Spruce Architecture maintains a Data Protection Complaints Register.

For each complaint, we record:

  • Date received 
  • Date acknowledged 
  • Nature of the complaint 
  • Investigation actions taken 
  • Outcome 
  • Date closed 

Complaint records are retained for a minimum of three years and may be reviewed as part of our ongoing compliance and risk management processes.

6. If you are not satisfied

We hope to resolve all concerns directly and fairly.

However, if you remain dissatisfied with our response, or if you believe we have not complied with data protection law, you have the right to complain to the Information Commissioner’s Office (ICO).

Information Commissioner’s Office (ICO)

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

Telephone: 0303 123 1113

Address:

Information Commissioner’s Office 
Wycliffe House 
Water Lane 
Wilmslow 
Cheshire 
SK9 5AF 

7. Your data protection rights

Under UK GDPR, you may have the following rights:

  • Right of access 
  • Right to rectification 
  • Right to erasure 
  • Right to restrict processing 
  • Right to data portability 
  • Right to object 
  • Rights relating to automated decision-making and profiling 

To exercise any of these rights, please contact:

Info@sprucearchitecture.com

We will respond to eligible requests within the timescales required by applicable data protection law.

8. Related policies

This policy should be read alongside our:

  • Privacy Policy 
  • Website Terms and Conditions 
  • Client Contract and Terms and Conditions 
  • Data Processing Agreements (where applicable) 
  • Data Retention Policy 

9. Policy review

This policy will be reviewed annually or sooner if there are significant changes to our business activities, data processing practices, or applicable legislation.

The latest version of this policy will always be available on our website.

Last Updated: June 2026

Next Review Date: June 2027