ICO’s Consultation on Complaints: What It Signals for SMEs & Charities

Estimated read time: 6 minutes

Intro

The Information Commissioner’s Office (ICO) has launched a consultation on how it handles complaints — and, crucially, what it expects from organisations before those complaints reach its desk. This marks a shift from reactive enforcement to proactive accountability. For SMEs and charities, it’s a reminder that the way you handle complaints is becoming a test of your compliance maturity.

What It Is

The ICO is reviewing its approach to complaints received from members of the public, particularly regarding Subject Access Requests (SARs), data misuse, and failure to respond within statutory timeframes. The aim is to ensure complaints are resolved earlier, more transparently, and with greater accountability from the organisations involved.

Who It Affects

• SMEs and charities handling personal data of customers, donors, or service users.
• DPOs and data leads responsible for responding to SARs or privacy concerns.
• Boards and trustees tasked with ensuring governance aligns with UK GDPR principles.

Why It Matters

Historically, many organisations have viewed complaints as “admin noise” — a distraction from real work. But the ICO’s consultation reframes this: complaints are evidence. They reveal weaknesses in internal processes, tone of communication, and cultural attitudes toward accountability.

This shift means that how you respond may soon be as important as what you report.

Practical Steps

• Review your complaints policy — ensure it’s accessible, written in plain language, and clearly sets out timelines.
• Create an internal triage process — decide who handles what, and when escalation is appropriate.
• Keep evidence — document how each complaint is acknowledged, investigated, and resolved.
• Analyse patterns — recurring complaints point to training or procedural gaps.
• Train staff — complaints are emotional; handling them well protects both people and reputation.

Final Thought

The ICO’s message is clear: compliance is not about perfection, but responsiveness. Organisations that engage with complaints constructively demonstrate maturity, transparency, and respect for individuals’ rights. In the age of accountability, how you listen is the real measure of trust.

Next Steps

At Mediajem Compliance, we help organisations turn complaints into insight. Our complaint-handling framework helps SMEs and charities respond faster, smarter, and with documented evidence of fairness. Contact us to strengthen your governance before the new ICO standards take effect.