Data Protection

Genesis Cancer Care UK Limited ("Genesis", "we", "us", "our") is committed to handling your personal data responsibly and transparently. We take data protection seriously and welcome feedback when you feel your personal data has not been handled appropriately.

This procedure explains how you can make a data protection complaint to us, what we will do when we receive your complaint, and how we will keep you informed throughout the process. It has been prepared in accordance with our obligations under the UK General Data Protection Regulation ("UK GDPR"), the Data Protection Act 2018 ("DPA 2018"), and the Data (Use and Access) Act 2025.

We are registered with the Information Commissioner's Office ("ICO") under reference Z9493925. Genesis provides specialist cancer care services to adults only. You also have the right to complain directly to the ICO at any time (see section 8 below).

A data protection complaint is any complaint, concern, or query you raise with us about the way in which we collect, use, store, share, or otherwise process your personal data. Examples include:

• Concerns that we have shared your personal data without your knowledge or appropriate authority;
• Concerns that we have failed to comply with a request you made in relation to your personal data rights (for example, a subject access request or a request for erasure)
• Concerns that your personal data has been lost, disclosed without authorisation, or otherwise involved in a data breach; and
• Any other concern about how we handle your personal information

You do not need to use formal language or quote specific legislation for your complaint to be valid. We will accept complaints made in any form.

You may submit a data protection complaint to us using any of the following methods:

By email: DPO@genesiscare.co.uk

By post: GenesisCare, 69 Alma Rd, Windsor SL4 3HD, marking your communication “Private and Confidential – FAO GenesisCare Data Protection Officer

By telephone: 07841 207 263

In person: By contacting a member of staff at any of our centres

You are not required to use any particular method. You may also contact any member of our staff directly. However you choose to contact us, we will accept your complaint and direct it to the appropriate team.

If you contact us about a data protection complaint through social media, please note that responding via social media is not a secure channel for sharing personal information. We will ask you to provide an alternative contact method so that we can respond safely and appropriately.

Someone may submit a complaint on your behalf, for example a family member or legal representative. If this happens, we will need to verify that the person is authorised to act on your behalf before we can investigate the complaint.

We may ask for evidence of authority, such as:

• A signed letter of authority from you confirming the third party is acting on your behalf; or
• An appropriate power of attorney or other legal documentation.

We will not investigate a complaint submitted by a third party until we have received appropriate evidence of their authority to act. If you have any questions about this, please contact us using the details in section 3 above.

In order to protect your personal data, we may need to verify your identity before we can investigate or respond to your complaint. If we need to do this, we will let you know as early as possible in the process and will tell you what evidence we require.

We will only ask for the information that is reasonably necessary to confirm your identity. We will not request more information than required.

Once we receive your complaint, we will follow the process set out below.

• Acknowledgement: we will acknowledge receipt of your complaint within 30 calendar days of receiving it. Our acknowledgement will confirm that we have received your complaint and will provide you with a reference number and the name or role of the person handling your complaint.
• Investigation: we will carry out a fair and thorough investigation of your complaint. This may involve reviewing relevant records, speaking with our staff, or liaising with our data processors or other third parties involved in processing your personal data.
• Progress updates: we will keep you informed of the progress of your complaint. If we are unable to provide a final response within the initial timeframe, we will contact you to explain why and tell you when you can expect to receive our response.
• Outcome: we will provide you with a written explanation of our findings and the outcome of your complaint. Where we uphold your complaint in whole or in part, we will also tell you what steps we are taking or have taken to address the issue.
• Remedial action: where your complaint identifies a failing in our data protection practices, we will take appropriate steps to address it and prevent recurrence.

We aim to resolve all data protection complaints without undue delay. Where your complaint is part of a wider complaint about other matters, we will endeavour to provide you with an outcome on the data protection elements as soon as we are able to do so, rather than waiting to address everything together.

We maintain records of all data protection complaints we receive and how they are handled. This helps us to monitor the effectiveness of our complaints process, identify any patterns or recurring issues, and demonstrate our accountability to regulators.

All records relating to your complaint will be held in accordance with our Privacy Notice, which is available at https://www.genesiscare.com/uk/our-privacy-policy. 

If you are not satisfied with the outcome of your complaint, or if we fail to respond within a reasonable time, you have the right to escalate your complaint to the ICO at any time. You can contact the ICO as follows:

Website: www.ico.org.uk

Telephone: 0303 123 1113

Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

You may also contact the ICO directly without first complaining to us, although we encourage you to contact us in the first instance so that we have the opportunity to resolve your concern.

If you have any questions about this procedure or about how we handle your personal data more generally, please contact our Data Protection Officer:

Name/Role: Data Protection Officer

Email: DPO@genesiscare.co.uk

Post: GenesisCare, 69 Alma Rd, Windsor SL4 3HD, marking your communication “Private and Confidential – FAO GenesisCare Data Protection Office

Telephone: 07841 207 263

For further information about how we use your personal data, please read our Privacy Notice at https://www.genesiscare.com/uk/our-privacy-policy.

This information will be reviewed periodically and updated to reflect changes in data protection law or our internal practices. The most recent version will always be available on our website. The internal reference for this information is IG-TEM-073.

Genesis Cancer Care UK Limited | Last updated: 24^th July 2026