The Data (Use and Access) Act 2025 (DUAA) amends, but does not replace, the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 (DPA) and the Privacy and Electronic Communications Regulations (PECR). Hallmark Luxury Care Homes takes steps to enable data subjects to make complaints about how we handle their personal information.
Data subjects should now, and are encouraged to first raise their complaint with us, before escalating it to the Information Commissioner’s Office (ICO).
We want to ensure any complaints are dealt with efficiently and quickly. We use this opportunity to rectify any mistakes that have been made to improve our quality of work.
You have the right to complain to us if you think we have not handled your personal information responsibly and in line with good practice, such as where you:
- are unhappy with our response to a subject access request (SAR), or other rights request
- have been impacted by a data breach by Hallmark Care Homes
- are unhappy about the way we have used your personal information (for example where we store it, how long we have kept it for, or its accuracy).
This service should only be used if you have a complaint about how Hallmark Care Homes has dealt with your personal data.
How to make a data protection complaint
You’ll need to provide the following information when making a complaint about the handling of your personal data:
- your name
- your address (email or physical address where you wish to receive your response)
- details of the issue you wish to complain about.
Submit your complaint
You can make a complaint in one of the following ways.
By email
In writing
Information Management Team Hallmark Luxury Care Homes. 2 Kingfisher House, Woodbrook Crescent, Radford Way, Billericay, CM12 )EQ
Time Period
In line with ICO guidance Hallmark Luxury Care Homes will:
- acknowledge receipt of complaints within 30 days of receiving them
- without undue delay, take appropriate steps to respond to complaints, including making appropriate enquiries, and will keep you informed
- without undue delay, tell you the outcome of your complaint.
What if I am unhappy with the reply?
The ICO is responsible for making sure that organisations behave in accordance with the Data Protection Act.
If you are not happy with our reply, you can complain directly to the ICO. The ICO will investigate your complaint further.