GDPR

Data Protection Complaints Procedure

Landlords Defence Limited


About This Document

This document tells you how to make a complaint to us if you believe that we have not handled your personal data correctly. It has been prepared to meet the requirements of Section 164A of the Data Protection Act 2018 (as inserted by the Data (Use and Access) Act 2025), which came into force on 19 June 2026.

1.Who We Are

Landlords Defence Limited ("we", "us") is registered with the Information Commissioner’s Office (ICO) under registration number ZA497062.

We trade as Landlord Licensing & Defence and provide consultancy and advisory services to landlords and property professionals throughout England and Wales.

We take data protection seriously. We handle your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We are committed to handling any concerns about our use of your data promptly, fairly and transparently.

2.When Should You Use This Procedure?

You can use this procedure if you believe that we have:

  • Collected, used, stored or shared your personal data in a way that is not lawful.
  • Failed to respond adequately to a request you have made about your personal data, for example, a subject access request, a request for erasure, or an objection to marketing.
  • Failed to keep your personal data accurate, secure or up to date.
  • Kept your personal data for longer than necessary.
  • Sent you marketing communications that you did not expect or did not consent to.
  • Mishandled any other aspect of your personal data in a way that has affected you.

You do not need to use legal language or quote specific sections of the law. We are responsible for recognising that your concern relates to how we use your personal data and for dealing with it appropriately.

3.How to Make a Complaint

You can make a complaint in any of the following ways. You can use whichever method is most convenient for you.

Online Form (Preferred, as this is automatically logged into a control system.)

Complete our Data Protection Complaint Form at: www.landlordsdefence.co.uk/gdpr

You will find this at the bottom of this page.

Email

Write to us at: dataprotection @ landlordsdefence.co.uk

Post

Write to:

The Compliance Director (Data Protection), Landlords Defence Limited, 60 Tottenham Court Road, Suite 253 DEFA, London, W1T 2EW

Telephone

Call us on: 0208 088 3400  (We will ask you to confirm your complaint in writing so that we have an accurate record.)

4.What to Include in Your Complaint

To help us investigate your complaint as quickly as possible, please include as much of the following information as you can:

  • Your full name and contact details, such as your email address or postal address.
  • A description of your concern — what happened, and what you believe we did wrong.
  • When the issue occurred, approximately if you are not sure of the exact date.
  • What data was involved, if you know.
  • What you would like us to do to resolve the matter.
  • Copies of any relevant correspondence or documents, if you have them.

If a complaint is made on your behalf by a solicitor, family member, or other representative, we will need to see written confirmation that you have authorised that person to act for you.

You will be asked to provide proof of ID before information is released.

5.What Happens Next

5.1 Within 30 days of receipt

We will acknowledge your complaint in writing and confirm that we are investigating it. We will tell you who is handling your complaint and give you a reference number.

5.2 As soon as reasonably practicable

We will investigate your complaint. This will involve reviewing the relevant records and, where appropriate, speaking with the individuals involved.

5.3 Throughout the process

We will keep you updated on the progress of our investigation, particularly if it is taking longer than anticipated.

5.4 Within three months in most cases

We will send you a written response explaining our findings, what we have decided, and any steps we are taking as a result of your complaint.

If You Are Not Happy With Our Response

If you are not satisfied with the way we have handled your complaint, or with the outcome, you have the right to complain to the Information Commissioner’s Office (ICO), which is the UK’s independent data protection regulator.

Information Commissioner’s Office (ICO)

Website: www.ico.org.uk/make-a-complaint

Helpline: 0303 123 1113

Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF

You do not have to wait for us to conclude our investigation before contacting the ICO, although we would welcome the opportunity to resolve your concern directly in the first instance.

7.How We Use the Information in Your Complaint

The personal data you provide when making a complaint will be used only to investigate and resolve your complaint. It will be handled in accordance with our Privacy Notice, which is available at www.landlordsdefence.co.uk/privacy. Complaints records are retained for three years from the date of resolution.

8.This Procedure

This procedure was adopted in June 2026 to comply with Section 164A of the Data Protection Act 2018 (as amended by the Data (Use and Access) Act 2025). It will be reviewed annually and updated as required.



**Complaint form coming here shortly**