Free complaint handling templates

Downloads

• Complaints policy. A short structure covering intake, acknowledgement, enquiries, updates, outcome and records.
• Complaint log spreadsheet. Columns for receipt, ownership, acknowledgement, investigation steps, updates and outcome.
• Acknowledgement email wording. Plain wording that confirms receipt without suggesting the complaint has already been decided.
• Outcome letter wording. A structure that connects the concern, enquiries, findings and outcome.
• Privacy notice paragraph. Wording that explains the right to complain and provides space for the ICO's contact details.

How to adapt them

Replace every bracketed item. Keep only statements that match what your organisation actually does. The complaint handling process guide explains how the parts fit together, while the complaint log guide explains the evidence to retain.

Acknowledgement email wording

Subject: We have received your data protection complaint

Dear [NAME],

Thank you for contacting [ORGANISATION NAME]. We received your data protection complaint on [DATE RECEIVED]. Your reference is [REFERENCE].

We will consider the concerns you raised and make appropriate enquiries. We will keep you informed while we do this and tell you the outcome.

If you need to add information, contact [CONTACT ROUTE] and quote your reference.

Yours sincerely,
[NAME OR TEAM]

Outcome letter wording

Subject: Outcome of your data protection complaint [REFERENCE]

Dear [NAME],

We have considered your complaint received on [DATE RECEIVED].

Your concern
[STATE THE CONCERN IN PLAIN LANGUAGE]

Our enquiries
[EXPLAIN THE APPROPRIATE ENQUIRIES MADE]

What we found
[STATE THE RELEVANT FINDINGS]

Outcome
[STATE THE OUTCOME AND ANY ACTION]

You can contact the Information Commissioner's Office using [CURRENT ICO CONTACT DETAILS].

Yours sincerely,
[NAME OR TEAM]

Privacy notice paragraph

You have the right to complain to us about how we handle your personal data. You can make a complaint by [CONTACT ROUTES]. We accept complaints however they are submitted. You can also contact the Information Commissioner's Office using [CURRENT ICO CONTACT DETAILS].

People must be told about their right to complain in privacy notices and when a controller responds to a subject access request. In both places, provide the ICO's contact details. Verify those details before publishing.

Complaints policy outline

1. Explain every way a person can complain.
2. Name the role that records and owns a complaint.
3. Require acknowledgement within 30 days.
4. Explain how appropriate enquiries and updates are recorded.
5. Require the outcome to be communicated without undue delay.
6. Keep receipt, acknowledgement, investigation and outcome records.

Use the practical complaint walkthrough when turning this outline into staff instructions.

Handle this automatically with PrivacyComplaints.