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Durham University

Governance and Executive Support

Third Party Complaints Privacy Notice

When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.

We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We may compile and publish statistics showing information such as the number of complaints we receive, but not in a form which identifies anyone.

We usually have to disclose the complainant’s identity to whoever the complaint is about. If you have indicated that you wish to remain anonymous we will try to respect that. However there may be circumstances in which it is not possible to handle a complaint on an anonymous basis, and where the complaint is deemed to have sufficient substance and / or to be of sufficient severity that further investigation is warranted, then it may be necessary to disclose your identity.

We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for two years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.