Children Complaints - Privacy Notice

This web page explains how your information will be held about you and processed by Bournemouth Borough Council in relation to Adult and Children Complaints

You can also find out about the General Data Protection Regulations and Data Protection Act 2018 and your rights on the Council’s Privacy Statement web page.

This page contains information about:

  • Who we are
  • Why we collect your personal information
  • The legal basis for using your information
  • Who we may share your information with
  • How you can access the information we hold about you
  • How long we keep information about you
  • Further information and Data Protection Officer

Who we are

Bournemouth Borough Council will be the Data Controller for the personal information you provide. Personal information can be anything that identifies and relates to a living person. This could be your name and contact details. As the Data Controller Bournemouth Borough Council, will use your information to provide you with our services

Why we collect your personal information

We will collect enough personal information in order to provide you with services for the following purposes.

  • To investigate and respond to your complaint.

We are not permitted to collect information we do not need or will not use. This web page covers information you have provided direct to the Council and information which has been shared with us by other organisations.

If we don’t need your personal information we will either keep your details anonymous, if we already have it for another service or we won’t ask you for it. If we use your personal information for research or analysis, we will always keep your details anonymous or use a fake name.

We will not sell your personal information to anyone else. 

The legal basis for using your information 

According to the General Data Protection Regulations (GDPR) and the Data Protection Act 2018, we must have a reason to collect and use your information. 

This will be:

  • To deliver services and support you
  • To enable us to manage the services we provide
  • To train and manage our workers who deliver those services
  • To investigate any worries or complaints you may have about our goods or services
  • To check the quality of our goods and services
  • To help with research and planning of new services.

There are a number of legal reasons why we need to collect and use your personal information. For the Children Complaints service:

Public task: the processing is necessary for us to perform a task in the public interest or for our official functions, and the task or function has a clear basis in law.

Our service also needs to use sensitive personal data also called “special category data” which requires more protection to keep it safe. This is often information you would not want to be widely known and is very personal to you. It includes:

  • Ethnicity
  • Physical or mental health
  • Sexuality

We will take extra care of this data. The legal reason for us to collect and use this personal information is:

(c) it is necessary to perform our statutory duties (Regulation 13(3), The Children Act 1989 Representations Procedure (England) Regulations 2006)

Who we may share your information with

We use a range of organisations to either store personal information or to help deliver our services to you. Sometimes we have a legal duty to provide your personal information to other organisations, for example the:

  • Local Government and Social Care Ombudsman
  • Independent Complaint Investigators

We may also share your personal information with the other departments within the Council, where relevant, for the investigation and response to your complaint.

An organisation delivering a service on behalf of the Council, in this instance we contact you to seek your permission to do so.

Your information will not be disclosed to any other organisations or third party individuals, except where we are required and allowed to by law.  

Accessing the information we hold about you

You have the right to request, in writing, details of the information that is held about you and also the right to access a copy of the information.

This may be by the Council providing copies of documents or by inviting you to view the records at one of its offices, if appropriate.

Please see our webpage for further information about how to make a Subject Access Request.

Bournemouth Borough Council will not charge a fee to access your information. Sometimes there may be information that we are not allowed to show you, such as

  • legal information or advice
  • crime prevention and detection records
  • information that we believe may be harmful to you and your well-being
  • details about or provided by other people – this is called third party information (For example, information from the Police or Department for Work and Pensions)

You may also ask us to

  • stop processing your information if this causes or might cause damage or distress
  • stop processing your information for direct marketing
  • make decisions about you using your information by automated means (For example, using computers to decide on an entitlement)
  • amend any of your data which you feel is inaccurate. You can also ask for information to be blocked, erased or destroyed
  • transfer your information electronically to another service provider
  • consider a claim for compensation for any damages caused by a breach of the Data Protection regulations

If you give consent for us to use your information, you may withdraw this at any time. However, this may affect our ability to continue to provide you with a service.

How long we keep information about you

We will retain this information for 10 years as stated in our retention schedule and in accordance with the Arrangements for Placement of Children (General) Regulations 1991.

All data is held securely by the Council under a combination of software and hardware controls which are detailed in the Bournemouth Borough Council Information Security Policy.

Further information If you have a concern about how we are using your information, we would ask you to contact us in the first instance using the address below: 

Children’s Complaints Manager
Adult and Children Complaints
North Bournemouth Local Office
Bournemouth Borough Council
27 Slades Farm Road
BH10 4ES



Data Protection Officer

If you are not satisfied with a response to your concerns from the Service, our Data Protection Officer, can review any issues regarding Information Rights legislation if necessary.

The Data Protection Officer can be contacted at the address below:

Data Protection Officer
Bournemouth and Poole Information Governance Team 
Bournemouth Borough Council 
Town Hall
BH2 6DY 


Information Commissioner

For further information about Information Rights legislation, please contact the Information Commissioner’s Office at or by telephone 0303 123 1113