Log a privacy complaint, record your response and close it

Steps

1. 1

   Open Data Protection and select Complaints and regulator

   In Data Protection, select Complaints and regulator. This register holds complaints from data subjects, the people your data is about, and letters from the regulator. The three tiles count what is open, what has a response overdue and what came from the regulator.

   • Select Complaints & regulator
2. 2

   Select Log complaint and choose who it is from

   Select Log complaint. The first box, From, has two choices: Data subject, for a complaint from a person, and Regulator, for a letter from the authority. This one is from a customer, so keep Data subject.

   • Select Log complaint
   • Select Data subject
   • Choose Data subject
3. 3

   Set when it was received and write the subject

   Received is filled with the current time. The complaint arrived yesterday afternoon, so change it. In Subject, which is required, write one line that sums up the complaint.

   • Type Received: 2026-10-12T15:10
   • Type Subject *: Marketing emails continued after opt-out
4. 4

   Enter who complained and how

   In Complainant, enter the person's name or contact. In Channel, choose how the complaint reached you: here, Email.

   • Type Complainant: Latifa Al Mazrouei, latifa.almazrouei@example.com
   • Select Not recorded
   • Choose Email
5. 5

   Describe the complaint

   In Details, write what the person says happened, in their terms, with dates.

   • Type Details: Customer says she objected to marketing on 10 October but received ano…
6. 6

   Check the response deadline

   Leave Response due empty to use your entity's default. The line under the box shows the number of days and the exact date that will be used, counted from Received. Enter a date only when your policy or the complainant's letter sets a different one.

7. 7

   Link the related request

   Open Related data subject request. Each request is listed with the person's name, the type in words and the date it was received. Choose the objection from Latifa Al Mazrouei, so the complaint and the request stay together. Related breach works the same way, and stays None here.

   • Select None
   • Choose Latifa Al Mazrouei · Objection · 10 Oct 2026

   

8. 8

   Select Log complaint to save

   Select Log complaint at the bottom of the form. A message confirms Complaint logged. The complaint is listed with the status Open, its Response due date and the days left, and the Open tile counts it.

   • Select Log complaint
9. 9

   Select Open on the complaint

   Select Open at the end of the row. The record shows the status, who it is from, when it was received, the channel and the due date, with the related request. Below, you can still change the Response due date and the Details while the complaint is not closed.

   • Select View: Marketing emails continued after opt-out
10. 10

    Add new information and select Save

    The customer forwards the email she received. Add that to Details and select Save. A message confirms Complaint updated. Use Save whenever facts change before you reply.

    • Type Details: Customer says she objected to marketing on 10 October but received ano…
    • Select Save
11. 11

    Record your response

    When you have replied to the customer, write in Response and outcome what you replied and what was done to fix the problem. Mark responded and Close complaint are greyed out until this box is filled.

    • Type Response / outcome: Replied by email with an apology. Her address was still on the store w…
12. 12

    Select Mark responded

    Select Mark responded. The status changes to Responded and the time is recorded. If the customer comes back, Reopen returns the complaint to Open.

    • Select Mark responded
13. 13

    Select Close complaint, then Confirm close

    When nothing more is expected, select Close complaint. A warning reminds you that a closed complaint cannot be changed. Check the outcome, then select Confirm close.

    • Select Close complaint
    • Select Confirm close
14. 14

    Find the closed complaint in the list

    The complaint now shows Closed, and the Open tile has gone back down. It stays in the register as your record of the complaint and how it was resolved. The box above the list filters by status: Open, Responded or Closed.