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  7. Privacy notice

Stay safe in very hot weather

Very hot weather is expected for the next few days. A red heat-health alert (the highest level) is in place for London on Wednesday and Thursday.  

Hot weather can be dangerous and can cause serious illness. Stay safe and look out for others who may be particularly vulnerable to the heat. Read advice on GOV.UK

Cool spaces

There are local cool spaces that are free and open to everyone. Visit them to rest, drink water and stay cool. Find a cool space near you

Access Islington hubs 

North and South Access Islington hubs are closed due to the hot weather. The Central Hub is open for urgent, in-person support, until 4pm today (Wednesday 24 June) but avoid travelling unless it is essential. 

You can still access our services online and you can call us on 020 7527 2000 if you need to speak to someone. 

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Complaints privacy notice

This notice explains what personal information we collect when you make a complaint, how we use it, who we share it with, and how we keep it safe.

Last updated: May 2026 

This notice explains what personal information we collect when you make a complaint, how we use it, who we share it with, and how we keep it safe. 

What this notice is about 

We are committed to providing high-quality services and are always working to improve them. If you make a complaint about one of our services, we will investigate and respond using a two-stage process.  To do this, we need to use some of your personal data. Some services also have their own complaints process, because the law says they must, such as adults and children’s social care.  Find out more information about our complaints process. 

You should also read our main privacy notice, which gives more details about your rights and how to contact us. 

What information we collect hold and use 

We may collect: 

  • your full name 
  • your contact details, such as email, phone number and address 
  • information that you give us, or that other departments hold, about your complaint.  This may include details of past complaints, our responses, your contact with the council, social services records, Council Tax or benefits information, housing information, educational information and legal information 
  • financial information (if compensation is paid). 

We will only use the information you provide to investigate your complaint.  

If you are making a complaint on someone else’s behalf, we will need their written permission before we can proceed. 

Where we get your information from 

We get information from:   

  • you give it to us directly 
  • someone else may give it to us if they are making a complaint for you 
  • other council departments 
  • Ombudsman or other independent complaint-handling organisations, such as the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman.  

If you do not provide your name and your contact details, we cannot deal with your complaint. The only exception is if the complaint is about a child or young person. 

How we use this information 

We use this information to: 

  • log and respond to your complaint and any follow ups 
  • pass on the necessary details and background to other teams dealing with your requests, complaints, or questions 
  • investigate your complaint with other council colleagues and organisations acting on behalf of the council 
  • respond to complaints from ombudsman services and any court issues 
  • for crime prevention, such as to prevent fraud or protect people from harm 
  • meet any access needs you have shared.

Our legal reasons for processing (using) your data 

Under UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 (DPA 2018) and the Data Use and Access Act 2025 (DUAA 2025) we use your data because: 

  • it’s our legal obligation (the law says we must) 
  • we are doing something in the public interest or as part of our official duties

Other laws that apply to our services

We follow laws that govern complaints, social care, safeguarding and equality. This includes: 

  • Local Government Act 1974 
  • Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 
  • Local Government and Social Care Ombudsman complaint handling code 
  • Children Act 1989 Representations Procedure (England) Regulations 2006 
  • Children (Leaving Care) Act 2000
  • Adoption and Children Act 2002 
  • Children Act 2004 (for safeguarding actions) 
  • Care Act 2014 (for safeguarding actions)
  • Equality Act 2010 
  • Localism Act 2011 
  • Housing Ombudsman’s Complaint Handling Code (statutory, 2023) 
  • Housing Act 1996 (Housing Ombudsman Scheme) 
  • Local Government Finance Act 1992 
  • Social Security Act 1998 (and related Benefit Regulations) 
  • Any relevant legislation that applies to the service you are complaining about 

Who we share your information with 

We may share this information with: 

  • other council departments 
  • partner organisations who manage services on our behalf (where the complaint relates to them) 
  • Ombudsman and other independent complaint-handling organisations 
  • legal representatives 
  • Courts and Tribunals service 
  • the police and law enforcement agencies 

We may disclose information without your consent if there are safeguarding concerns, to protect others, or where required by law. 

How we store your data 

We keep your information safe in our secure case management system. Only staff who need it can see it.  

To find out how long we keep your data check our main privacy notice and retention schedule. 

Your individual rights 

You have rights over your personal data. For more details see our main privacy notice and the page about your individual rights.  

Complaints 

If you are unhappy with how we use your data please see the council’s main privacy notice to find out how to contact our Data Protection Officer  and make a complaint. 

Find out more information about how to make a complaint about council services and our complaints policy. 

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Data protection: We will handle your personal information in line with the Data Protection Act 1998 and in accordance with the council’s Fair Processing Notice.