Dolphin Loans
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Complaints Procedure


1. Scope

This procedure addresses how Dolphin Loans and Mortgages deals with complaints from data subjects.


2. Responsibilities

All staff are responsible for ensuring any complaints made in relation to the scope of this procedure are reported to the nominated person (Data Protection Officer – DPO). 

The DPO is responsible for dealing with all complaints in line with this procedure.


3. Procedure

The contact details of the person responsible as stated in Section 2 is published on the company’s website, clearly under the ‘Contact us’ section.

The data subject can also use this section of the website to lodge a complaint. Our Privacy Notice is also available in this section of the website.

Data subjects are able to complain to Dolphin Loans and Mortgages  about:

  • 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.

All staff will ensure that any complaints received by data subjects will be passed to the DPO immediately for resolution.

Complaints are to be resolved within 30 days.

Appeals on the handling of complaints will be resolved within 30 days.

If we fail to act on a data subject’s access request within 30 days, or refuse the request, we will set out in clear and plain language the reasons we took no action/refusal. We will inform the data subject(s) of their right to complain directly to the supervisory authority. In doing so, we will provide the data subject(s) with the contact details of the supervisory authority and inform them of their right to seek a judicial remedy.

Registered Address:

Dolphin Loans and Mortgages
33 Talbot Road
Talbot Green
CF72 8AD