Data Protection Complaints Process

This document sets out how B11 Education (B11) meets its duties under the Data (Use and Access) Act 2025 to deal with data protection complaints. 

We aim to resolve data protection concerns promptly, fairly and transparently. Where appropriate, we may deal with your complaint locally first (for example through the relevant franchisee or delivery team) and escalate to PEG’s central Data Protection Lead where required to ensure consistency, risk management and appropriate oversight. We will keep you informed and will not delay responding unnecessarily. 

How to raise a complaint 

You can complain to us in any way you choose. To help us deal with your complaint efficiently, we recommend using one of the routes below. 

  • Phone: via 01953 499040 – ask for ‘Data Protection complaints’ 
  • Post: Data Protection Lead, B11 Education, The Old Apple Store, Church Road, Shropham, Norfolk, NR17 1EJ 

If your concern relates to a local B11 service, you can also raise it with consultant delivering the service. Where appropriate, it will be dealt with locally initially and escalated to B11 head office for oversight or where higher risk or more complex issues are involved. 

What to include 

To aid us in responding to your complaint, please provide: 

  • your name and contact details; 
  • the exact nature of your complaint 
  • what you want / expect B11 Education to do 

What you can expect from us 

We will: 

  • acknowledge receipt of your complaint within 30 days; 
  • start enquiries as soon as we receive your complaint (we do not wait until the acknowledgement deadline); 
  • keep you updated on progress without undue delay; and 
  • provide an outcome without undue delay, explaining what we found and any steps we have taken or will take. 

If your complaint overlaps with another process (for example, a subject access request, a personal data breach, or safeguarding), we may run processes in parallel so that the data protection aspect is not delayed. 

If you remain unhappy 

If you are not satisfied with our response, you also have the right to raise your concern with the Information Commissioner’s Office (ICO), the UK regulator for data protection. 

ICO contact details: 

  • Website: ico.org.uk 
  • Phone: 0303 123 1113 
  • Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF