8.6 Complaints Procedure (Surveillance)
Any complaint about the CCTV should be addressed to the data controller in writing via the contact details shown on the CCTV information sign. We recommend that the data controller opens a file and issues a receipt of the complaint within 5 working days, then investigates the complaint and responds with an answer within 20 working days.
If the complainant doesn’t receive a satisfactory response then they can complain directly to the ICO. This may prompt an investigation into the data controller’s data protection compliance.
A written procedure must be in place for the data processor to pass any complaints it receives on behalf of the controller up to the controller. This should be set out in the terms of the contract between the controller and processor and is one of the key ‘data processing clauses’.