Data Protection and Complaints policy

Data Protection Policy

1. Introduction

This policy covers all activities of Wakefield Community Library (WCL), where data is controlled or processed as defined by the Data Protection Act 2018 and the United Kingdom General Data Protection Regulation (UKGDPR). It applies to all trustees, volunteers and library members.

2. Policy Statement

Protecting personal data is vital not only to maintain the trust in WCL but also to demonstrate a commitment to data protection. As such, adherence to this policy and its intent is a mandatory obligation for all trustees and volunteers.

WCL are committed to compliance with all relevant polices in respect of the processing of personal data, and to protection of the rights and freedoms of individuals whose information is collected by WCL.

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3. Data Protection

The data members supply on registration with WCL is held under the terms (UKGDPR) .The data will be used to facilitate the library membership and to enable the provision of library services as well as the provision of borrowing and/or reference facilities, library surveys, evaluation of members, experiences, providing access to electronic information and services, and the processing of management information.

Your Library Account transaction information may be used to contact you in order to obtain feedback on your borrowing experience, for the return of overdue items and to inform you of the status of any items you requested.

4. Roles and Responsibilities

• WCL Charity is the data controller and or data processor as defined in the UK GDPR
• The Trustees and Volunteers are responsible for developing and encouraging good information handling practices within their respective areas of responsibility

COMPLAINTS POLICY

Walton Community Library views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our Policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at Walton Community Library knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which will help us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Walton Community Library

Where Complaints Come From

Complaints may come from any person who has a legitimate interest in Walton community Library.

A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from volunteers or staff who should use Walton Community Library’s Discipline and Grievance policies.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and follow any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the board of trustees.

Review

This policy is reviewed regularly and updated as required.

Publicised Contact Details for Complaints

Written complaints may be sent Walton Community Library at The Grove, Walton, Wakefield, WF2 6UA or by e-mail at waltoncommunitylibrary@gmail.com

Verbal complaints may be made by phone to 01924 917627 or in person to any of Walton Community Library’s staff, volunteers or trustees at the above address or at any of our events and activities.

Receiving Complaints

Complaints may arrive through channels publicized for that purpose or through any other contact details or opportunities the complainant may have.

Complaints received by telephone or in person need to be recorded.

The person who receives a phone or in person complaint should:

• Write down the facts of the complaint
• Take the complainant’s name, address and telephone number
• Note down the relationship of the complainant to Walton Community Library (for example client, member)
• Tell the complainant that we have a complaints procedure
• Tell the complainant what will happen next and how long it will take
• Where appropriate, ask the complainant to send a written account by post or by e-mail so that the complaint is recorded in the complainant’s own words.