Customer liaison team privacy notice

Find out about the customer liaison team privacy notice here.

Who will own my data once I submit it?

Knowsley Council

Why we collect your data

We provide services for local communities and the people who live in them. Undertaking this work means that we must collect and use data about the people we provide services to. Sometimes data is collected in order to provide services and sometimes it is collected because we have a statutory responsibility to do so.

What information we may collect

In order to consider and respond to your complaint it is necessary for us to collect and hold personal information about you, a person you represent, or a child you have responsibility for. If you do not provide us with information, we will not be able to deal with your complaint. If you contact us on behalf of another person, we may ask that person if they are happy for you to contact us on their behalf.  If you contact us on behalf of a child, we may check that you have a legal right to contact us on the child’s behalf.

Examples of the personal data that we collect include, but are not necessarily restricted to, the following:

  • personal information and contact details (for example your name, address, phone number, date of birth, email address)
  • details of your complaint
  • supporting information that will help with the investigation into your complaint
  • financial information (for re-imbursements or payment of compensation)

What allows you to use my information?

We collect and use your personal information only where it is necessary to do so in order to perform our public tasks or duties as a Local Authority. This is in line with the lawful basis of Article 6(1)(e) of the UK General Data Protection Regulation (UK GDPR).

Knowsley Council's 'Have Your Say' channel allows residents and service users to tell us about the service they have received.

Individuals using the scheme have a right to refer to the Local Government and Social Care Ombudsman (LGSCO). Under the Local Government Act (1972), the LGSCO is the final stage for complaints about councils and some other organisations providing local public services.

We also deal with complaints about adult social care under the Local Authority Social Services and National Health Service complaints (England) Regulations (2009) and complaints, comments and compliments about children’s social care under the Children Act (1989).

Who will my information be shared with?

  • Service Areas within the Local Authority
  • North West Boroughs Health Service if related to a shared service
  • Local Government and Social Care Ombudsman

How long will you keep this data for?

  • Complaints - Seven years
  • Ombudsman Representations - 15 Years

How will my information be stored?

All information pertaining to complaints are administered and held on an electronic system which will be accessible by complaints management staff.

Will this information be used to take automated decisions about me?

No

Will my data be transferred abroad and why?

No

What rights do I have when it comes to my data?

Under the UK GDPR, you have the following rights with regard to your personal data: -

  • The right to subject access – you have the right to see a copy of the personal data that the council holds about you and find out what it is used for
  • The right to rectification – you have the right to ask the council to correct or remove any inaccurate data that we hold about you
  • The right to erasure (right to be forgotten) you have the right to ask the council to remove data that we hold about you
  • The right to restriction – you have the right to ask for your information to be restricted (locked down) on council systems
  • The right to data portability – you have the right to ask for your data to be transferred back to you or to a new provider at your request
  • The right to object – you have the right to ask the council to stop using your personal data or to stop sending you marketing information, or complain about how your data is used
  • The right to prevent automated decision making – you have the right to ask the council to stop using your data to make automated decisions about you or to stop profiling your behaviour. (where applicable)

To find out more about your rights under the UK GDPR, please visit the Information Commissioner’s website.

Data Protection Officer
Knowsley Council
Westmorland Road
Huyton
L36 9GL

Or data.protection.officer@knowsley.gov.uk

Who can I complain to if I am unhappy about how my data is used?

You can complain directly to the Council’s Data Protection Team by writing to:

Data Protection Officer
Knowsley Council
Westmorland Road
Huyton
L36 9GL

Or data.protection.officer@knowsley.gov.uk

You also have the right to complain to the Information Commissioner’s Office using the following details: -

The Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 08456 30 60 60 or 01625 54 57 45

Website: www.ico.org.uk

 

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