Pegasus Data Protection Complaints Policy

1. Introduction
A data subject, meaning any living individual, has rights under UK data protection law, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act, and related legislation.
This policy explains how Pegasus Developments & Refurbishments Ltd handles complaints relating to the use, storage or processing of personal data.
 
2. Data Subject Rights
Individuals have the following rights in relation to their personal data:
Right to be informed
You have the right to be informed about how your personal data is collected and used. This includes clear and transparent information.
Right of access
You have the right to access your personal data and receive supporting information to confirm how it is being processed. Requests are normally free and will be responded to within one month, unless:

• The request is excessive or unfounded

• The request is repetitive

• Additional copies of information are requested

In such cases, a reasonable fee may be charged or the request may be refused. Any refusal will be explained, along with details of your right to complain.
Right to rectification
You have the right to have inaccurate or incomplete personal data corrected.
Right to erasure
You may request the deletion of your personal data where there is no valid reason for continued processing.
Right to restrict processing
You may request that processing of your data is limited. Data may still be stored but not actively used.
Right to data portability
You have the right to receive your personal data in a usable format and transfer it to another organisation.
Right to object
You have the right to object to the processing of your personal data in certain circumstances.
 
3. Complaints
You may raise a complaint about any aspect of how your personal data is handled.
If you wish to appoint someone to act on your behalf, written consent will be required before the complaint process begins.
 
4. Complaint Procedure
We aim to resolve all concerns fairly and promptly. The process consists of five stages:
Stage 1 – Informal complaint
You may raise your concern through direct communication with us, for example by phone or email.
If resolved at this stage, no further action is required. If not, the complaint will move to Stage 2.
Stage 2 – Formal complaint
The complaint should be submitted in writing.

• Acknowledgement will be provided within 5 working days

• A full response will be provided within 20 working days

If unresolved, the complaint will move to Stage 3.
Stage 3 – Investigation
An investigation will be carried out where necessary.
We may request additional information to understand the issue and the outcome you are seeking.
If unresolved, the complaint will move to Stage 4.
Stage 4 – Update
You will be informed of any progress, delays or changes to response times.
If unresolved, the complaint will move to Stage 5.
Stage 5 – Outcome
A final response will be provided within 20 working days unless otherwise advised.
This will include:

• The outcome of the complaint

• Any actions taken or proposed

If you remain dissatisfied, you will be informed of your right to escalate the matter.
 
5. Escalation
If your complaint is not resolved, you have the right to escalate it to the Information Commissioner’s Office (ICO):
https://www.ico.org.uk/make-a-complaint
 
6. Contact
All complaints or concerns regarding personal data should be directed to Pegasus Developments & Refurbishments Ltd using the contact details provided on the website.