Tell us what has gone wrong.

You can complain about collection, access, sharing, accuracy, retention, security, consent or a response to a data-rights request. We will acknowledge a data-protection complaint within 30 days, take appropriate steps to investigate and communicate the outcome without undue delay.

A request to access, correct or erase information is also handled under the relevant data-rights rules. Raising it as a complaint does not replace or reset the applicable rights-request deadline. We may need to verify identity proportionately before disclosing information or making a sensitive change.

You have the right to complain to the Information Commissioner’s Office. We encourage you to give us an opportunity to resolve the concern, but our process does not remove that right.

A separate provider may be responsible for a clinical assessment, prescribing decision, sample, laboratory report or clinical follow-up. The service information should identify that provider and its complaints route. Tell us if you are unsure who to contact.

We will explain which parts SHIFT can investigate and which belong to the provider. If a complaint needs to be passed on, we must share only what is necessary and explain the applicable arrangements; a complaint is not permission to circulate your whole account. Each controller remains responsible for the information it controls.

This complaints route is not an emergency service and does not provide continuous clinical monitoring. For immediate danger call 999. For urgent medical concerns use NHS 111 or the appropriate clinical service. Do not wait for a complaint response before seeking help.

Reply explaining what remains unresolved so that another person can review the response where practical. We will explain any relevant external route without claiming membership of a scheme that does not apply. Your rights to approach a regulator, an applicable ombudsman or a court remain unaffected.