- Why we collect personal data
- What personal data we collect
- How we use your personal data
- Who we share your personal data with
- Our legal basis for collecting and sharing personal data
- How long we keep your personal data
- Further processing of personal data
- Personal data from online payments
- Your rights relating to your personal data
- Further information
The following information provides details on how we may collect use and where appropriate share personal information in accordance with the General Data Protection Regulations (GDPR). It should be read in conjunction with the Council’s privacy notice document.
Scarborough Borough Council is always working to improve the way services are provided to our customers. We want to ensure that we are transparent and provide you with information about how we will use your personal data.
In order to investigate and administer your complaint or enquiry it is necessary for us to collect and hold personal information about you.
If you make a complaint or enquiry to us we will hold the information you provide to us securely and use it to help us to process your enquiry or complaint. Your information will only be passed to officers within the relevant departments who are responsible for handling, investigating and responding to complaints and enquiries. All information pertaining to complaints and enquiries are administered and held on a central system which is accessible by Customer First and complaints management staff.
Any personal data collected through the complaints handling process will be processed in accordance with the UK Data Protection Legislation.
The personal data we collect will include:
- email address
- telephone number
- any information relevant to your complaint or enquiry and which is provided during our investigations
In some circumstances we'll need more details and sometimes sensitive personal data in relation to your complaint or enquiry.
We may monitor and record electronic communications (website, email and phone conversations) for a number of reasons such as:
- staff training
- records of conversations
- the detection, investigation and prevention of crime
We will inform you if your call is being recorded or monitored.
Emails that we send to you or you send to us may be retained as a record of contact and your email address stored for future use in accordance with our retention periods. If we need to email sensitive or confidential information to you, we may perform checks to verify the correct email address and may take additional security measures.
See our Data Protection Policy for details on how we define personal and non-personal data.
We'll only use your personal data in accordance with data protection legislation, and for the purposes stated in this privacy notice.
- only ask for what is necessary for the purposes of dealing with your complaint or enquiry
- protect it and make sure nobody has access to it who shouldn’t
- ensure you know if you have a choice about giving us personal data
- only share your personal data with other Scarborough Borough Council departments or with external partners, agencies and contractors involved in delivering services on our behalf
- make sure we don’t keep it for longer than is necessary
- delete or destroy it securely when we no longer have a need to keep it
We ask that you:
- give us accurate information
- tell us as soon as possible of any changes
- tell us as soon as possible if you notice mistakes in the information we hold about you
From time to time, we may conduct or ask you to take part in a survey to get your feedback, comments and opinions to help us improve our services.
Any information we use in presentations or reports will be anonymised and will not identify any individuals. For example, a report on the outcome of complaints will not feature any of your personal data.
We do not disclose or share sensitive or confidential information without your explicit consent except where disclosure is required by law, or where we have good reason to believe that failing to do so would put you or someone else at risk.
We may be required, or permitted, under data protection legislation, to disclose your personal data without your explicit consent, for example if we have a legal obligation to do so, such as for:
- law enforcement
- fraud investigations
- regulation and licensing
- criminal prosecutions
- court proceedings
We must protect public funds and may use personal data and data-matching techniques to detect and prevent fraud, collect taxes and ensure public money is targeted and spent in the most appropriate and cost-effective way. To do this, your personal data may be shared with other bodies responsible for auditing or administering public funds, including the Department for Work and Pensions, HM Revenue and Customs, the Police and other local authorities.
We process personal data in relation to complaints and enquiries, in accordance with legal obligations to which we are subject or because processing is necessary for performance of a task carried out in accordance with our legal obligations, and our contractual obligations, or where processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in us.
We will only retain your personal information for as long as necessary to fulfill the purposes we collected it for, including for the purposes of satisfying any legal, accounting or reporting requirements. We will keep your personal data in accordance with our retention schedules. We will delete or destroy your personal data securely.
At the end of the retention period, we may pass any relevant information to the Archives where it is required or appropriate to do so.
If we wish to use your personal data for a new purpose, not covered by this Privacy Notice, then we'll provide you with a new notice.
The new notice will:
- explain this new use before we start the processing
- set out the relevant purposes and processing conditions
Where and whenever necessary, we'll seek your consent to the new processing if we start to use your personal data for a purpose not mentioned in this Privacy Notice.
See our Data Protection Policy for details about the further processing of personal data.
The personal data you give to us when using our online payment system will only be used for the recording of your payment. We'll ensure that it is used for no other purpose and is not disclosed to a third party, such as other companies or individuals, unless required to do so by law for the prevention of crime and the detection of fraud.
We'll hold it securely and only for as long as is needed. It will then be deleted in line with our Retention and Disposal Policy and Procedures.
See our Data Protection Policy for details on how we process your personal data in connection with online payments.
When we collect your personal data we'll tell you how we are going to use it. Where we process your personal data, you have a number of rights under data protection law.
Find information about your rights on our GDPR page.
If you have any questions, want to exercise your rights, or if you have a complaint about how your information has been used, please contact us at firstname.lastname@example.org or on 01723 232323 or write to:
Data Protection Officer
Scarborough Borough Council
St Nicholas Street