Complaints Policy
We take concerns about the use of personal information seriously. If you believe that CBS has handled your personal information incorrectly, unlawfully or in a way that does not comply with data protection law, you can raise a data protection complaint with us.
This process is intended to comply with the data protection complaints requirements introduced by the Data (Use and Access) Act 2025, which came into force for this purpose on 19 June 2026.
How to make a complaint
You can make a complaint by emailing us at our published business contact email address or by writing to us at one of our branches. Please mark your correspondence “Data Protection Complaint”.
Please include, where possible:
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Your name and preferred contact details.
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A description of your concern.
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Details of the personal information or data processing activity involved.
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Any relevant dates or supporting information.
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What you would like us to do to resolve the matter.
Please do not include unnecessary sensitive personal information in your complaint.
How we will handle your complaint
When we receive a data protection complaint, we will:
1. Acknowledge receipt within 30 days of receiving it.
2. Review the concerns raised and make appropriate enquiries without undue delay.
3. Keep you informed of progress as appropriate.
4. Inform you of the outcome without undue delay, including any action we have taken or propose to take.
We will keep an appropriate record of the complaint and its handling. If we need further information to investigate the matter, we may contact you to clarify the issues raised.
Complaining to the Information Commissioner's Office (ICO)
If you are unhappy with how we have handled your personal information or with the outcome of your complaint, you can also complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.
You can contact the ICO through its website:
https://ico.org.uk/make-a-complaint/
ICO helpline: 0303 123 1113
Further guidance for organisations is available at:
https://ico.org.uk/for-organisations/
Relevant legislation
Data (Use and Access) Act 2025:
https://www.legislation.gov.uk/ukpga/2025/18/contents
We encourage you to contact us first so that we have an opportunity to understand and address your concerns, but you are entitled to contact the ICO directly.