Complaints

Statutory Complaints Process

Notice to Clients: In accordance with the Data (Use and Access) Act 2025, Rikta Coaching provides this statutory internal process to resolve data protection disputes before they are escalated to the Information Commission.

Acknowledgement: 5 working days Formal response: 30 days Records kept: 6 years

To lodge a formal complaint

  • Email: info@riktacoaching.com
  • Subject line: Statutory Data Complaint - Rikta Coaching
  • We will acknowledge your email within 5 working days.
  • We will provide a formal response within 30 days.

Rikta Coaching: Statutory Internal Complaints Process (SICP)

This page sets out our internal route for resolving data protection disputes.

1. PURPOSE

Purpose

This process provides a formal route for clients and contractors to resolve data protection disputes internally. Under the Data (Use and Access) Act 2025, you must generally complete this internal process before escalating a complaint to the Information Commission (formerly the ICO).

2. HOW TO LODGE

How to Lodge a Complaint

All data-related complaints must be submitted via email to: info@riktacoaching.com

To help us investigate, your email should include:

  • Your full name and contact details.
  • A description of the data concern (e.g., a delayed Subject Access Request, inaccurate records, or a suspected breach).
  • Any relevant dates or names of coaches involved.
3. TIMELINES

Statutory Timelines

Rikta Coaching adheres to the following mandatory windows:

  • Acknowledgement: We will acknowledge your email within 5 working days.
  • Initial Response/Resolution: We aim to provide a full response or a progress update within 30 days of your initial email.
  • Complex Cases: If the investigation requires more time due to its complexity, we will notify you within the first 30 days and provide a revised timeline.
4. INVESTIGATION

Internal Investigation Procedure

  • Review: Our Data Lead will audit all relevant digital logs and records.
  • Consultation: If the complaint involves a specific practitioner we will review their adherence to our data privacy standards.
  • Action: We will determine if a breach occurred and implement necessary corrections (e.g., updating records, restricted processing, or system patches).
  • Final Decision: You will receive a "Final Internal Decision" email outlining our findings and any remedial steps taken.
5. ESCALATION

Escalation to the Information Commission

If you have not received a response within 30 days, or if you are dissatisfied with our Final Internal Decision, you have the statutory right to refer the matter to the Information Commission. You will need to provide them with evidence that you have first attempted to resolve the issue through this email process.

6. RECORDS

Records

Rikta Coaching maintains a secure, central log of all complaints, investigations, and outcomes for a period of 6 years to meet audit and professional indemnity requirements.