Complaints Policy

General Data Protection Regulation (GDPR)

 

Complaints Policy

Purpose

Ken Roche Financial Services Ltd is committed to providing a quality service for its employees and clients alike, in an open and accountable way.  We aim to respond to complaints in confidence and in a prompt, polite manner.

 Scope

This procedure addresses complaints from data subject(s) relating to the processing of their personal data, Ken Roche Financial Services Ltd handling of requests from data subject(s) and appeals from data subject(s) on how complaints have been handled.

 Policy Statement

  • Ken Roche Financial Services Ltd has the contact details of its Data Protection Officer/GDPR Owner published on its website (www.easylife4u.ie), clearly under the About Easylife4u.ie section.
  • Ken Roche Financial Services Ltd has clear guidelines on the Complaints Policy page and relevant contact details. Any queries or complaints from the data subject(s) will be sent directly to the Data Protection Officer/GDPR owner.

Ken Roche Financial Services Ltd clearly provides data subject(s) with its Privacy Notice by publishing it on its website (www.easylife4u.ie), clearly under the About Easylife4u.ie section or in word format as agreed with the data subject.

  • Data subject(s) may submit a claim regarding the following:
  • How their personal data has been processed
  • How their request for access to data has been handled
  • How their complaint has been handled
  • Appeal against any decision made following a complaint.
  • Data subject(s) lodging a complaint with the Ken Roche Financial Services Ltd’s Data Protection Officer/GDPR Owner may do so by means of a Contact Form and/or via email direct to the Data Protection Officer/GDPR Owner as published (www.easylife4u.ie) the company website.
  • Data subject(s) may also lodge a complaint in writing.
  • Complaints are to be resolved within 30 days but in the event that the response is complex in nature we may request more time to complete.
  • Appeals on the handling of complaints are to be resolved within 30 days.
  • If Ken Roche Financial Services Ltd fails to act on a data subject(s) access request within 30 days or refuses the request, it must specify in clear and plain language the reasons it was unable to respond or indeed, why the request was refused.
  • Ken Roche Financial Services Ltd will also inform the data subject(s) of their right to complain directly to the supervisory authority (Office of the Data Protection Commissioner). In doing so, Ken Roche Financial Services Ltd provides the data subject(s) with the contact details of the supervisory authority. Data Protection Commissioner, Canal House, Station Road, Portarlington, Co. Laois, R32 AP23) and informs them of their right to seek judicial remedy.

Roles and Responsibilities

  • All Employees/Staff are responsible for ensuring any complaints made in relation to the scope of this procedure are reported to the Data Protection Officer/GDPR Owner.
  • Data Protection Officer/GDPR Owner is responsible for dealing with all complaints in line with this procedure.

Contacts

  • (Ken Roche) Data Protection Officer (DPO). info@kenrochefinancialservices.com