Owner: Data Protection Lead, Picanse Ltd
Last reviewed: September 2026
Picanse Ltd takes data-protection concerns seriously. This procedure supports our obligation to provide a clear complaints process under the Data (Use and Access) Act 2026 and applies to complaints about Picanse's handling of personal data, whether we act as controller or processor.
How to complain
Please email info@picanse.com with “Data Protection Complaint” in the subject line. Include your name, contact details, the clinic (if relevant), what happened, when it happened and what outcome you seek. We may ask for information needed to verify identity or understand the concern.
Patients whose concern relates to a clinic's patient record should normally contact the clinic first, because the clinic is the controller. We will assist the clinic as required under our Data Processing Agreement.
Handling your complaint
- The Data Protection Lead (or a suitably senior delegate) owns the complaint and will acknowledge it within 5 working days.
- We will investigate proportionately, which may include reviewing relevant records, speaking to responsible staff and seeking information from the relevant clinic or supplier.
- We will provide a written response within 20 working days. If the matter is complex and needs longer, we will explain why and give an expected response date.
- We will explain the outcome, any corrective action and any available next steps. We will handle the complaint confidentially and without retaliation.
Escalation and learning
If you are dissatisfied with our response, you may complain to the Information Commissioner's Office (ICO) at 0303 123 1113 or via its website. The ICO generally expects complainants to raise the matter with us first.
We log every complaint in the complaints register, including receipt date, issue, outcome, response date and actions taken. The Data Protection Lead reviews the register annually for patterns, recurring issues and improvement actions.
Contact: Picanse Ltd, Unit 16 The Mead Business Centre, Mead Lane, Hertford, Herts, United Kingdom, SG13 7BJ; info@picanse.com. ICO registration: ZC251978.