EXTERNAL – DATA PROTECTION COMPLAINTS POLICY AND FORM

As a healthcare service provider delivering home oxygen, sleep therapy, and complex respiratory care, Dolby
Medical Home Respiratory Care Limited (trading as Vivisol UK) processes personal and sensitive personal
data, including special category health data and clinical records.

Complaining to us

You have the right to make a data protection complaint to Vivisol UK at any time. You can use the form at the
bottom of this page if you wish to complain. The form is designed to make it easier and quicker for you to
provide us with the information we need to investigate your complaint efficiently.
We also accept complaints made by email, post or telephone. You can submit a complaint to us:

• By email to dataprotection@vivisol.co.uk. Please make the subject line "Data Protection Complaint".
• By post to Dolby Medical Home Respiratory Care Limited, Palladian, Manor Royal, West Sussex,
  RH10 9PY. Please mark the envelope "Private and Confidential - Data Protection Complaint".
• By telephone at 0800 917 9840 (available 24/7/365). If you make a complaint by telephone, we will
  provide you with a written summary of your complaint by email or post (and ask you to confirm it reflects
  your complaint) and a reference number for your records.

Where a complaint is made through social media or another insecure public channel, we will ask you to
continue the complaint through a more secure method to protect your data.

We are committed to making this complaint process accessible to everyone. If you need this form in large print,
audio format, braille, Easy Read or another language, or if you need support to complete it, please let us know
by contacting us using the telephone details above. We can arrange for a member of staff to help you complete
this form by telephone. If you are a child or vulnerable adult, we may contact you to offer additional help and
information.

A third party (someone other than yourself) can make a data protection complaint on your behalf. They must
complete section 3 of the form below. You can nominate any third party and change that third party at any
point.

Complaining to the regulator

You can also make a complaint to the Information Commissioner's Office (ICO) (the UK regulator for data
protection issues). You do not have to complain to us before you contact the ICO, but the ICO may ask if you
have contacted us about your complaint first. The ICO can be contacted at www.ico.org.uk or on 0303 123
1113.

NON-DATA PROTECTION AND MIXED COMPLAINTS

If your complaint does not relate to data protection, or includes non-data protection aspects, you should explain
this in section 5. We will let you know if you need to make your complaint in a different way or if we will handle
it under a different policy.

VERIFYING YOUR IDENTITY

We may ask you to provide evidence of your identity before we can progress your complaint, particularly where
it involves personal data. We will only ask for information that is reasonably necessary to verify your identity if
we do not already have sufficient information.

TIMESCALES FOR RESPONDING TO YOUR COMPLAINT AND NEXT STEPS

We will:

• Acknowledge receipt of your complaint within 30 days.
• Investigate your complaint without undue delay and keep you updated on progress.
• Inform you of the outcome as soon as reasonably practicable. For complex complaints, we will give
  you an anticipated timeframe.

If you are dissatisfied with our response, you may ask us to escalate your complaint internally, or you may
contact the ICO directly as described above.

PRIVACY NOTICE (COMPLAINT HANDLING)

The personal data you provide in this form will be processed by Dolby Medical Home Respiratory Care Limited
to investigate and respond to your data protection complaint. We may also use it for internal training and
process improvement. Our lawful basis for processing this data is compliance with a legal obligation (Article
6(1)(c), UK GDPR) and, where applicable, the exercise or defence of legal claims (Article 9(2)(f), UK GDPR)
for any special category data. We may also rely on the processing being in our legitimate interests (Article
6(1)(f), UK GDPR).

To investigate your complaint, we may need to share information you provide with other departments, our
suppliers or partners. This will depend on the nature of the complaint.

We maintain records of complaints and how they are handled.

Vivisol UK will only retain personal data for as long as reasonably necessary to fulfil the purposes we collected
it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements
in connection with the data protection complaint. We may retain personal data for a longer period if we
reasonably believe there is a prospect of litigation in respect of a complaint, after which it will be securely
deleted or anonymised under our Data Retention Policy.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity
of the personal data, the potential risk of harm from unauthorised use or disclosure of personal data, the
purposes for which we process personal data and whether we can achieve those purposes through other
means. Further information is set out in our Data Retention Policy and provided to individuals in our Privacy
Policy (linked above).

For full details of how we handle your personal data, please see our Privacy Policy, available at
https://www.vivisol.co.uk/privacy-policy/

Click here to download our Complaints Policy & Form