Responding to complaints and resolving service issues privacy statement

Why we collect information about you

We collect information to enable us to investigate and respond to your complaint. Please see the relevant service area’s privacy statements for the applicable legislation.

What information do we collect about you?

We collect information about:

  • you (name, address, contact details)

Who do we share the information with?


Is any information transferred to or stored on servers based outside the European Economic Area?


How long do we keep your information?

We keep information about you for a maximum period of two calendar years (one year + current) from the date you made your complaint.

Who do we collect information from?

  • You
  • Partner organisations: Ubico, CBH, One Legal, Publica, The Cheltenham Trust

What are the consequences if we do not collect the data?

The council will be unable to investigate and respond to your complaint.

Are any decision about you made by automatic means?


If the complaint goes beyond Cheltenham Borough Council’s 3 stage complaints process you have the right to take your complaint to an external organisation who we will share your complaint information with.