Responding to questions, feedback and requests for information or support.

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You can also contact us by telephone, email or letter. We do not record calls or retain any records of calls. However, if you are a member or subscriber we may log important calls and other communications. We will use the information you provide to respond and will retain any correspondence for up to one year after the matter is resolved. 

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We will be very careful to ensure that any information that could identify a person will be removed or changed to preserve anonymity.

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When dealing with complaints, we use the personal information provided to respond to the complaint and to monitor the service we provide. If the complaint is about another person, we usually need to share the complainant’s identity with whoever the complaint is about. If a complainant does not want information identifying him or her to be disclosed, we will try to proceed but it is often not possible to handle a complaint on an anonymous basis. 

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We will retain information relating to complaints for three years from the point that the matter is closed unless there is a legitimate and lawful reason to retain the information for longer e.g. for safeguarding, regulatory or compliance purposes or to exercise or defend legal claims. 

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You have the right to object to any of the above sharing of your information which we do so on legitimate interest grounds. Please bear in mind that if you object then this may affect our ability to carry out the tasks above for your benefit.