Complaints procedure

Guidance on how to make a complaint about the National Data Guardian.

What counts as a complaint?

A complaint means any expression of dissatisfaction about the service provided, where the issue has not been resolved through normal business processes.

The NDG does not provide direct services to the public, but does aim to ensure that all interactions with individuals are fair, respectful and handled appropriately.  

If you have contacted the NDG and feel the interaction did not meet this standard, and this has not been resolved by NDG staff, there is a process in place to raise a formal concern.

When you can make a complaint about the National Data Guardian

You can raise a formal complaint if:

  • you are dissatisfied with how a personal interaction or communication with the NDG or their staff was handled
  • you believe that the NDG or their staff made an error, gave incorrect information, or acted inappropriately during communication

You cannot raise a formal complaint if your concern is about:

  • the NDG not investigating your data issue (as the NDG does not have investigative powers)
  • your disagreement with the NDG’s public policies or positions on data use (a difference of opinion is not grounds for a formal complaint)

How to make a complaint

If you have made a complaint to the NDG but are not satisfied with the response, you can take your complaint to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO is independent and makes final decisions on complaints if it finds that a public organisation, including the NDG, has made a mistake or acted improperly.

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