Data Protection Complaints Policy
Effective Date: 19 June 2026
1. Introduction
McCarthy Holden Limited (“McCarthy Holden”, “we”, “us”, or “our”) is committed to protecting the privacy and personal data of our clients, prospective clients, tenants, landlords, website users, employees, and business contacts.
This Data Protection Complaints Policy explains how individuals may raise concerns regarding the way we collect, use, store, share, or otherwise process personal data and how we will investigate and respond to such complaints in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Data (Use and Access) Act 2025.
2. Who We Are
McCarthy Holden Limited
Communication House
Victoria Avenue
Camberley
Surrey
GU15 3HX
We are a data controller in respect of the personal data we process in connection with our estate agency, lettings, property management, and related services.
3. What Is a Data Protection Complaint?
A data protection complaint is any concern relating to our handling of personal data, including:
- Collection of personal information;
- Use of personal information;
- Data accuracy;
- Data retention;
- Security of personal data;
- Marketing communications;
- Disclosure of personal data to third parties;
- Responses to data subject rights requests;
- Alleged breaches of UK data protection legislation.
4. How to Make a Complaint
If you have concerns about how we have handled your personal data, please contact us in writing.
By Email
By Post
Data Protection Complaints
For the attention of Samantha Holden
McCarthy Holden
61 High Street
Hartley Wintney
Hampshire
RG27 8NY
To help us investigate your complaint, please provide:
- Your name and contact details;
- Details of the complaint;
- Relevant dates;
- Any supporting documentation or correspondence.
You do not need to use a specific form to make a complaint.
5. Acknowledgement of Complaints
We will acknowledge receipt of your complaint within 30 calendar days of receiving it.
Our acknowledgement may:
- Confirm receipt of your complaint;
- Provide a reference number;
- Request further information where necessary;
- Explain the next steps in our investigation process.
6. Investigation Process
Upon receipt of a complaint, we will:
- Review the issues raised;
- Gather relevant information and records;
- Assess compliance with applicable data protection legislation;
- Consider any remedial action required;
- Keep you informed where appropriate regarding the progress of the investigation.
We will investigate complaints fairly, objectively, and without undue delay.
7. Outcome of the Complaint
Once our investigation is complete, we will provide a written response explaining:
- Our findings;
- Any actions taken or proposed;
- Any corrective measures implemented;
- Your right to escalate the matter if you remain dissatisfied.
8. Escalation to the Information Commissioner’s Office (ICO)
If you are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection matters.
The ICO can be contacted through its website:
We would welcome the opportunity to address your concerns before you contact the ICO and encourage you to raise the matter with us first.
9. Record Keeping
We maintain records of all data protection complaints and investigations to:
- Demonstrate compliance with legal obligations;
- Identify recurring issues;
- Improve our privacy practices and procedures.
Records are retained in accordance with our retention policies and applicable legal requirements.
10. Confidentiality
All complaints will be treated confidentially and accessed only by individuals involved in investigating and resolving the complaint.
Any personal data contained within complaint records will be processed in accordance with our Privacy Notice and applicable data protection legislation.
11. Policy Review
This policy will be reviewed periodically to ensure continued compliance with applicable legislation and regulatory guidance.
Policy Owner: Samantha Holden, Managing Director
Version: 1.0
Last Reviewed: June 2026