Client Data Protection (Data Usage/Access) Complaint

Policy and Procedure from 19 June 2026

We are committed to providing a high-quality service to all our clients. We take very seriously all expressions of dissatisfaction from our clients who consider the firm has infringed data protection legislation by the way their personal information has been handled.

When something goes wrong, we want you to tell us about it. This will help us to improve our standards. We deal with all complaints fairly, promptly and at no extra cost to you. If you have difficulty bringing your complaint to us, let us know so that we can help you.

If you wish to express any concerns, you can do so by telephone, email or by letter. We would prefer you to write to us with full details of your complaint so we have a good understanding of the issues being highlighted.

You can raise your data protection complaint with Susan Faulkner (Head of Risk and Compliance) or John Chadaway ( Data Protection Officer). Our contact[s] details are below.

Susan Faulkner

Telephone: 024 7653 1532

Email: susan.faulkner@bttj.com

Post: BTTJ Solicitors, Lowick Gate, Siskin Drive, Coventry, CV3 4FJ

John Chadaway

Telephone: 024 7653 1532

Email: john.chadaway@bttj.com

Post: BTTJ Solicitors, Lowick Gate, Siskin Drive, Coventry, CV3 4FJ

We will acknowledge your complaint within 7 days of receipt and respond within 28 days. Where that is not possible we will provide an interim response explaining the delay and confirming a revised timeframe. You can access our Data Protection Complaints Handling Policy here: (LINK)

If you do not consider the complaint to be resolved, you may refer your complaint, free of charge, to the Information Commission’s Office (ICO) via one of the methods below:

• ICO website: ico.org.uk/make-a-complaint

• ICO helpline: 0303 123 1113

• Post: Information Commission’s Office (ICO) Head Office, 4^th Floor, No.3 Circle Square, 5 Hawkshaw Street, Manchester, M1 7BL

All data protection complaints (written or verbal) are recorded and logged centrally. Where necessary, we will implement corrective action in response to individual complaints and improvement measures to prevent adverse trends and correct recurring problems. In this manner, we aim to constantly improve the service we provide.