Complaint Standards Training Privacy Notice

1 Purpose

1.1 This privacy notice is intended to give individuals taking part in the Parliamentary and Health Service Ombudsman (PHSO) Complaint Standards Training details about how PHSO uses and looks after information about them. PHSO has other Privacy Notices covering our statutory work and other key areas, which can be located on our website:  www.ombudsman.org.uk

1.2 We manage this information in accordance with the UK General Data Protection Regulation and Data Protection Act 2018.

1.3 We are registered with the Information Commissioner's Office (ICO) as a Data Controller (registration number: Z6520944)

1.4 If you have any queries about how PHSO will manage and retain your data, please contact the Data Protection Officer. The contact details for the PHSO’s DPO are:

Alex Daybank

Data Protection Officer

Parliamentary and Health Service Ombudsman

Citygate

47-51 Mosley Street

Manchester

M2 3HQ

Email: DPO@ombudsman.org.uk

1.5 If you wish to make any requests under data protection legislation, please contact the Information Rights team. The contact details for the team are:

Information Access and Assurance

Parliamentary and Health Service Ombudsman

Citygate

47-51 Mosley Street

Manchester

M2 3HQ

Email: informationrights@ombudsman.org.uk

 2   What information will we collect?

2.1 When you agree to take part in the Complaint Standards training, we will collect certain personal information about you. The information we ask you for will usually include:

• Personal contact details so we can contact you about the training and keep you up to date
• Information about you, your job role, existing qualifications, employer and employment status
• The address of the computer (IP address) from which you access the training
• Equality and diversity monitoring information such as age, ethnic origin or race, gender identity or disability – in particular, whether you require any reasonable adjustments to successfully access and complete the training
• Feedback on the training, both in terms of the presenters and the content as well as any other comments you may have

2.2 As you take part in the training, we will also collect information about your progress in the course and record the training outcome, including whether you successfully complete the training and grade/score.

2.3 PHSO has worked with two partners to build an online learning environment for training people on complaint standards. These partners are data processors, handling your data on behalf of PHSO. Whilst any data protection enquiries you may have should be directed to PHSO in the first instance, we are including details of our partners for full transparency.

3   What will we use this information for?

3.1 PHSO is committed to the safe use and management of your personal data (information about you or that could identify you). We do this in compliance with the law including the UK General Data Protection Regulation (UK GDPR). We process the personal data you give us under the lawful basis of consent. This means that you have provided your informed and freely given consent to provide PHSO with the information we need to be able to provide you with Complaint Standards Training.

3.2 PHSO will only use this information for the following purposes:

• All information relating to your participation will be held by PHSO for a period of 5 years after you have completed the course.
• In the event that you register for the training but do not complete the same, your access will be removed after either three or six months of inactivity, dependent on which course you signed up to.
• We will gather feedback to monitor the success and usefulness of the training. Before it is used publicly, this data will be anonymised, unless you specifically agree for your name to be used when providing the feedback, and may be used for advertising purposes and other PHSO publications.

4   Your rights

4.1 You have rights under the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.

4.2 You have the right to be informed about how we use your information. This privacy notice explains:

• That we need to gather your personal information in order to carry out complaints standards training,
• How we plan to use it,
• How long we need to keep it, and,
• Your rights in relation to your personal data.

4.3 Every UK organisation, including PHSO, that collects, stores and uses personal information needs to have identified a legal basis that allows them to do so.

4.4 In this case we are using consent as the legal basis for collecting, using, and managing your information. This means that you have given your informed and freely given permission for PHSO to use your information for the purposes of undertaking complaints standards training. As we can only hold the information with your authorisation, you can also remove your consent at any time and ask us to stop using or delete your personal information. You can do so by letting us know in writing.

4.5 You have the right to request a copy of information we hold about you and this is free of charge. PHSO will aim to respond within one calendar month after receiving the request. If we are unable to do so, we will write to you to let you know.

4.6 We may, however, not be able to give you the information you are after in certain circumstances. For example, we cannot provide personal information about other people, such as other candidates.

4.7 You have the right to ask us to delete your personal data, also known as the right to be forgotten. If we agree to delete your personal data, we may still need to keep just enough information for us to record that we have completed your request. There are circumstances where we cannot agree to delete your data but we will provide you with an explanation as to why we cannot fulfil your request, if that situation arises.

4.8 You have the right to ask us to not use information about you (or that identifies you) for certain purposes. This is limited in practice given that PHSO only uses this information in accordance with the law or our contract with you. However, when appropriate we will try to accommodate your wishes or provide you with an explanation why we can’t fulfil your request.