Comments, suggestions and compliments

Customer comments and compliments privacy notice

Who we are

We are a Local Authority established under the Local Government etc. (Scotland) Act 1994 and have our Headquarters at Newtown St Boswells, Melrose, TD6 0SA.

You can contact our Customer Advice and Support Service by using our online contact form, or by phone on 0300 100 1800.

Our Data Protection Officer can be contacted using the contact details above or by emailing

How we will use your information

Information provided will be used by the relevant department to make improvements to the service or to relay any positive feedback to staff. 

Any personal information provided is optional and where relevant, will only be used to allow us to respond to your comment, compliment or suggestion.

Who we may share your information with

Your information will be analysed internally to help us improve our services.

We are also legally obliged to share certain data internally and with other public bodies, such as all UK Police authorities and other Local Authorities.

Where there is a requirement for translation and interpreting services we may share your data with them as appropriate.

This data sharing is in accordance with our Privacy Policy and covered in our full privacy statement on our website.

How long do we keep your information for?

We currently keep your information without limit of time. We have a project underway to implement the deletion of personal information that we hold. The full range of circumstances where we will keep or delete information is being decided as part of this project and will be detailed here once the project reaches completion.

Your Rights

You have the right to request access to any personal data held about you by us. You can also request that we restrict the use of your information or even object to any further processing. You can do this by contacting the Data Protection Officer. We will respond to your request within 30 calendar days. For more information on your rights please visit our website or alternatively if you would like a hard copy of this information, please contact us.

How to raise a complaint

We aim to directly resolve all complaints about how we handle personal information. If your complaint is about how we have handled your personal information, you can contact our Data Protection Officer by email or phone on 0300 100 1800.

However, you also have the right to lodge a complaint about data protection matters with the Information Commissioner's Office (ICO), who can be contacted by

  • post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
  • phone on 0303 123 1113
  • website

If your complaint is not about a data protection matter you can find details on how to make a complaint.