Data Protection Complaints Form

Fred. Olsen is committed to being transparent about how we use the personal data of everyone we deal with.

Whilst we accept complaints via any communication method such as phone, email or post, we have produced an Electronic Complaints Form to help you make your complaint. We recommend you complete this form as it will assist us in collecting the information we require to try and resolve your complaint. If you choose to complain via a different method, we may still request you complete the Electronic Complaints Form. A link to this form can be found on the company website.

If you would prefer not to use the form, please contact us via email at dataprotection@fredolsen.co.uk or by post to Data Protection, Fred. Olsen House, 42 White House Road, Ipswich, Suffolk, IP1 5LL.

We will contact you within 30 days to acknowledge your complaint and, if necessary, to clarify the details of your complaint.

If you are unhappy with the outcome of your complaint or our internal system has been unable to resolve it and your complaint has become deadlocked, you may wish to contact the Information Commissioner’s Office (ICO).

We will take reasonable steps to verify the identity of the complainant. You may be required to provide ID if your identity is unknown to us or if we are in doubt of your identity, and we may need to request additional information or documentation from you. If the complaint is made on behalf of someone else, we will also need to verify that the person acting on the behalf of the complainant is properly authorised to do so.

Accepted identification documents include:

• Current signed passport
• Current UK or EEA photocard driving licence
• Original birth certificate
• National identity card bearing a photograph of the applicant
• Residence permit issued by the Home Office to EAA nationals or a valid identification document from your home country which is still in date

If you are submitting an ECF on someone else’s behalf, you must send us the following:

• Copies of ID of the submitter and the complaint; and
• A signed authority giving you permission to act on behalf of the complainant; or
• A copy of a legal document, such as power of attorney, in favour of the person making the complaint.

If, after requesting additional information, we are unable to identify the person making the complaint or we are not satisfied that you have proper authority to do so, we may refuse to deal with the complaint.

We will investigate your complaint. This usually involves:

• Reviewing your complaint
• Locating and reviewing the records we hold about you
• Establishing the relevant facts; and
• Liaising with any relevant departments and third parties

During this process, we may need to ask you for further information or documents. If this happens, we will provide you with an updated timeline.

While the complexity of your complaint may affect how quickly we can provide an outcome, we will aim to respond within a reasonable timeframe. Examples of when the timeframe could be extended include:

• If we ask you to provide further information to verify your identity or your authority to make the complaint, or in relation to the complaint itself
• If your complaint is complex or involves locating and/or reviewing a large volume of information
• If you have made several complaints that we need to investigate simultaneously

We will inform you if we require more time to properly investigate and explain the reasons for the delay.

We prefer to deal with complaints and, preferably, to resolve them. We will not usually charge a fee for handling a complaint.

We may, however, refuse to deal with your complaint if:

• We cannot identify you, even after requesting further identification and information
• We have asked for more information regarding the complaint, but you have not provided this within the stated timeframe
• We cannot verify that you are authorised to make the complaint

Where the complaint is manifestly unfounded or excessive (e.g., because you have made the same complaint repeatedly), we may:

• Refuse to action the complaint
• Charge an administrative fee for the process. We will notify you of the cost, when you need to pay it by and explain how we came to that figure

If you are unhappy with the outcome of your complaint or our internal system has been unable to resolve it and your complaint has become deadlocked, you may wish to contact the Information Commissioner’s Office (ICO).