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Customer Feedback and Complaints Privacy Notice

Last updated: Tuesday, 4 September 2018
Please note: The following notice provides additional privacy information to the Rochdale Borough Council privacy notice.

We're responsible for processing all types of feedback received via our online form, email, telephone or post including complaints and compliments. Service requests, comments, enquiries etc. are acknowledged and passed to the relevant service for processing. We also use feedback to review and improve services.

We operate an efficient complaints policy for corporate complaints and are committed to providing consistently high quality services and managing all complaints received.

What personal information we collect

We collect personal information to make sure that we can carry out our work. The personal information we collect includes:

  • Name
  • Age and date of birth
  • Address
  • Gender
  • Telephone number
  • Health
  • Religion
  • Ethnicity
  • Disability
  • Sexuality
  • Memberships
  • Political opinion
  • Nationality
  • Criminal and offending data

Who we collect personal information about

When we collect personal information it may be about:

  • Employees
  • Homeowners
  • Individuals
  • Customers
  • Residents
  • Patients
  • Applicants
  • Business owners
  • Offenders
  • Carers
  • Complainants
  • Councillors
  • Service users
  • Volunteers

How we use personal information

We use your personal information to:

  • Maintain accounts and records
  • Conduct surveys and reviews
  • Undertake corporate administration activities
  • Manage complaints and allegations
  • Process applications, requests and appeals
  • Undertake investigations and audits
  • Manage disciplinary actions
  • Improve service provision

Why we use your personal information

We're required by law to manage all types of feedback including complaints. This is detailed in legislation and guidance including:

  • The Health and Social Care (Community Health and Standards) Act 2003
  • The Children Act 1989
  • Social Services Complaints Procedure (Wales) Regulations 2014
  • Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

We're allowed to process personal and sensitive data for the following reasons under the General Data Protection Regulation (GDPR) Articles and the Data Protection Act 1998:

  • To comply with a legal obligation
  • For public tasks or statutory functions
  • Substantial public interest
  • For the performance of a contract
  • Legitimate interests

Who we share your personal information with

We collect information from, and disclose information to, individuals and organisations that can support our work including:

  • Council departments
  • Other public bodies and authorities
  • Ombudsman and regulatory bodies
  • Partner agencies
  • Service providers
  • Councillors
  • Law enforcement
  • Courts and tribunals

When we make an automated decision about your personal information

This service doesn't make any decisions using computers or programmes that don't involve a human being when using your personal information.

How long we keep your personal information

Personal information collected as part of this process can be retained for a minimum of 3 years from the date of collection, or for an additional length of time as determined by our business requirements.

Where we transfer your personal information beyond the European Economic Area (EEA)

This service doesn't transfer your information outside the EEA.

We do not routinely share data with any organisation outside the UK, but our website is available across the internet and we communicate with applicants and stakeholders wherever they are.


To request your personal information and exercise your privacy rights please contact:

If you need to raise a concern to our Data Protection Officer about our use of your personal information, please contact:

Information Governance Unit
Number One Riverside
Smith Street
Rochdale OL16 1XU ​

We are registered as a Data Controller with the Information Commissioner's Office.

Our registration number is Z5481774.