Legal

Data Protection
Complaints

How to raise a concern about how we handle your personal data — and exactly what we'll do about it.

Last updated: 8 June 2026

We take the privacy of your information seriously — especially your health information, which we treat as special category data. If you're ever concerned about how MASG Therapy has collected, used, stored, shared or deleted your personal data, you have the right to complain, and we want to make it easy. This page explains how.

We handle complaints in line with the UK GDPR, the Data Protection Act 2018 and the Data (Use and Access) Act 2025. For full detail on how we use your data, see our Privacy Policy.

If your concern is about your treatment or our service rather than your data, please see our Complaints Procedure instead.

1. How to make a complaint

You can complain in whatever way suits you best — by email, phone, post, in person at your appointment, or using our complaint form. You don't need to use any particular format.

Email: Masgtherapy@gmail.com (subject: "Data protection complaint")
Phone: 07507 454394
Post: MASG Therapy, 6 Queens Chambers, 61 Boldmere Rd, Boldmere, Sutton Coldfield, Birmingham B73 5XA

It helps us if you can tell us your name and a way to reach you, what your complaint is about and when it happened, and what you'd like us to do to put it right — but please don't let that stop you getting in touch.

2. What we'll do about it

Acknowledge it within 30 days — we'll confirm we've received your complaint, tell you who's dealing with it, and explain what happens next. We aim to do this within 5 working days.

Investigate it — we'll look into what happened, establish the facts, and decide whether anything went wrong and why. We'll keep you updated if it's taking longer than expected.

Respond without undue delay — we'll write to you with what we found, our decision, and any action we're taking to put things right and stop it happening again. We aim to do this within 30 days.

Handle it confidentially — your complaint and the information behind it are only seen by those who need to, in order to resolve it.

3. If you're not happy with our response

If our response doesn't resolve things, please tell us — we'll be glad to take another look. You also have the right to complain to the UK's data protection regulator at any time:

Information Commissioner's Office (ICO)
Website: ico.org.uk
Helpline: 0303 123 1113
Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

4. Your wider rights

A complaint is separate from your other data protection rights — such as asking for a copy of your data, or asking us to correct or delete it. You can read about those, and how to use them, in our Privacy Policy.

5. Complaint form

Prefer to fill in a form? Complete it below and print it, or save it as a PDF and email it to us. You're welcome to fill the fields on screen before printing.

MASG Therapy

6 Queens Chambers, 61 Boldmere Rd, Boldmere, Sutton Coldfield, B73 5XA

Masgtherapy@gmail.com · 07507 454394

Reference: ____

Data Protection Complaint Form

Use this form if you're concerned about how we've handled your personal data. You don't have to use it — you can also email, phone, write to us or tell us in person.

Your name

How we can reply (email / phone / post)

Are you complaining on someone else's behalf? If yes, who? (please attach proof of authority)

What is your complaint about? (what happened, and when)

What would you like us to do to put it right?

Date

We will acknowledge your complaint within 30 days (we aim for 5 working days) and respond with our findings as soon as possible. If you are unhappy with our response, you can contact the ICO at ico.org.uk or on 0303 123 1113.

Return this form by email to Masgtherapy@gmail.com, or print it and post it to the address above.

Data ProtectionComplaints