Context
A blog by Andrew Laing, ICO Head of Data Protection complaints highlights that access to personal data is a fundamental data protection right. Everyone has the right to ask an organisation whether or not they are using or storing our personal information and can also ask for copies of their personal information, verbally or in writing. This is called the right of access and is commonly known as making a subject access request (SAR).
Key points to note
- The ICO deals with over 35,000 complaints every year and the vast majority are to do with the rules and obligations around accessing personal data
- The purpose of this blog is to suggest some ways in which the ICO offers help and assistance, and some of the tools available for organisations to get this area right
- Common themes for complaints are delays, no one to contact, questions not being answered, incomplete or unsatisfactory responses, lack of trust in what customers are being told and a lack of understanding so information is perceived as unclear or unhelpful
- Key pieces of advice to organisations include:
- talk to your customers – dialogue is key
- being proactive to build trust
- use plain English
- honesty is the best policy
- The ICO offers information, guidance and dedicated resources on its website or you contact them by telephone
Next actions
None – for information and awareness.