Data protection complaints

This explains how to complain to us about how we’ve handled your personal data, what we’ll do, and how long it takes. It sits alongside our privacy policy.

What this covers

A data protection complaint is when you think we’ve mishandled your personal information. For example, you think we’ve held the wrong data about you, used it in a way you didn’t expect, kept it too long, shared it when we shouldn’t have, or not dealt properly with a request to see or correct it.

If you’re a tenant or someone whose details were added to COHO by a property manager, we’re not in charge of that data. Contact the property manager directly, as they decide how it’s used. If you send a complaint about that data to us by mistake, we’ll pass it to them.

How to complain

Email support@coho.life and tell us it’s a data protection complaint. That helps us spot it and deal with it quickly.

You don’t have to use that address. If you raise it through any of our usual contact channels, we’ll still treat it as a complaint.

It helps if you tell us: what happened, when, and what you’d like us to put right. The more detail you give, the faster we can look into it.

Checking who you are

If we’re not already confident we know who you are, we may ask for proof of identity before we respond, so we don’t share your information with the wrong person. We’ll only ask if we need to, and we’ll ask early.

Complaining for someone else

If you’re complaining on behalf of another person, we’ll need proof you’re allowed to act for them, such as a signed letter of authority or a power of attorney. We won’t look into the complaint until we have it.

What we’ll do

We’ll confirm we’ve received your complaint within 30 days.

We’ll look into it without unnecessary delay, ask you for anything else we need, and keep you updated on progress.

We’ll tell you the outcome and explain our decision.

If you’re still unhappy

You can complain to the Information Commissioner’s Office, the UK’s data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113. We’d prefer you give us the chance to put things right first, but you don’t have to.