Data Protection Complaints Procedure: New ICO Guidance 

The main changes to the UK  data protection regime made by the Data (Use and Access) Act 2025 (DUA Act) came into force on Thursday 5th February 2026. One key provision though is due to commence on 19th June 2026; the requirement for Data Controllers to have a complaints procedure to handle data protection complaints.  

A new section 164A into the Data Protection Act 2018 requires Data Controllers to: 

  • give Data Subjects a way of making data protection complaints; 
  • acknowledge receipt of complaints within 30 days of receiving them; 
  • without undue delay, take appropriate steps to respond to complaints, including making appropriate enquiries, and keep Data Subjects informed; and 
  • without undue delay, tell Data Subjects the outcome of their complaints 

Following a consultation, which closed in October last year, the ICO has published its guidance explaining the new requirements and informing Data Controllers of what they must, should and could do to comply.  

Data protection expert, and guest on the first Guardians of Data podcast, Jon Baines writes on his personal blog that in declining to suggest how long controllers should normally take to respond to data subject complaints, the ICO has missed an opportunity to provide regulatory clarity.  

Listen to the Guardians of Data Podcast for the latest news and views on developments in GDPR, AI, cyber security and FOI.

If you are looking to implement the changes made by the DUA Act to the UK data protection regime, consider our very popular half day workshop.  

The newly updated UK GDPR Handbook (2nd edition) includes all amendments introduced by the DUA Act, with colour-coded changes for easy navigation and links to relevant recitals, ICO guidance, and caselaw that help make sense of the reforms in context. We have included relevant provisions of the amended DPA 2018 to support a deeper understanding of how the laws interact.

Data (Use and Access) Act: Key Data Provisions In Force on Thursday

The Data (Use and Access) Act 2025 (Commencement No. 6 and Transitional and Saving Provisions) Regulations 2026 were made on 29th January 2026. They bring into force most of the amendments to the UK GDPR, PECR and the DPA 2018 made by The Data (Use and Access) Act 2025 (DUA Act). 

The amendments coming into force on Thursday (5th February 2026), amongst others, cover: 

  • New ‘Recognised legitimate interests’  
  • When time starts for dealing with subject access requests 
  • Automated Decision Making
  • Information to be provided to data subjects 
  • Safeguards for processing for research etc purposes 
  • International Data Transfers 
  • PECR and marketing 

You can read a summary of the amendments here

DUA Act Workshop in Birmingham (Thursday 5th February 2026)

If you are looking to implement the changes made by the DUA Act to the UK data protection regime, consider our very popular half day workshop which is running online and in Birmingham.

Revised GDPR Handbook   

The newly updated UK GDPR Handbook (2nd edition) brings these developments together in one practical reference. It includes all amendments introduced by the DUA Act, with colour-coded changes for easy navigation and links to relevant recitals, ICO guidance, and caselaw that help make sense of the reforms in context. We have included relevant provisions of the amended DPA 2018 to support a deeper understanding of how the laws interact. Delegates on our future GDPR certificate courses will receive a complimentary copy of the UK GDPR Handbook as part of their course materials.    

ICO Enforcement Guidance Consultation Launched 

The Information Commissioner’s Office has launched a consultation on new guidance setting out how it approaches investigations and takes enforcement action. Among other things, the guidance explains:  

  • How the ICO decides whether to open an investigation and the other ways it may instead seek to resolve any concerns. 
  • What to expect from the ICO during an investigation. 
  • How it will use its information gathering powers, including new powers under the Data (Use and Access) Act 2025 to require people to answer questions and organisations to provide reports.  
  • How the ICO decides on the outcome of an investigation and use of its enforcement powers, such as warnings, reprimands, and enforcement and penalty notices. 
  • When it considers settlement with a reduced fine is appropriate and the process involved.  

The new guidance, once finalised, will sit alongside the ICO’s Data Protection Fining Guidance published last year. Together they will replace the statutory guidance currently set out in the Regulatory Action Policy.  

The Data (Use and Access) Act 2025 also includes provisions that will bring the ICO’s investigatory and enforcement powers under the Privacy and Electronic Communications Regulations 2003 (PECR) broadly into line with its powers under the data protection legislation.  While there remain some differences, the ICO proposes to generally take the same approach to the use of its powers in relation to PECR as set out in the draft guidance in relation to the data protection legislation.  

The consultation will run for 12 weeks until Friday 23 January 2026.   

Revised GDPR Handbook 

The data protection landscape continues to evolve. With the Data (Use and Access) Act 2025 now in force, practitioners need to ensure their materials reflect the latest changes to the UK GDPR, Data Protection Act 2018, and PECR. 

The newly updated UK GDPR Handbook (2nd edition) brings these developments together in one practical reference. It includes all amendments introduced by the DUA Act, with colour-coded changes for easy navigation and links to relevant recitals, ICO guidance, and caselaw that help make sense of the reforms in context. We have included relevant provisions of the amended DPA 2018 to support a deeper understanding of how the laws interact. Delegates on our future GDPR certificate courses will receive a complimentary copy of the UK GDPR Handbook as part of their course materials.  

If you are looking to implement the changes made by the DUA Act to the UK data protection regime, consider our very popular half day workshop.  

In case you missed it… 

In October, Capita was fined £14 million following a cyber-attack in March 2023 which saw hackers gain access to 6.6 million people’s personal data; from pension and staff records to the details of customers of organisations Capita supports. For some people, this included details of criminal records and financial data. This and other recent cyber-attacks has increased the importance of cyber security training. We have two workshops coming up (How to Increase Cyber Security in your Organisation and Cyber Security for DPOs) which are ideal for organisations who wish to up skill their employees about cyber security. See also our Managing Personal Data Breaches Workshop. 

Also in October, the BBC reported that Gregg Wallace, the former MasterChef presenter, has issued proceedings against the BBC and BBC Studios for failing to respond to his subject access requests (SAR) in accordance with the UK GDPR.  Wallace was sacked by the BBC in July following an inquiry into alleged misconduct. As the saying goes, “Revenge is a dish best served cold!” Any BBC Executives reading this (if you are not too busy at the moment), are advised to attend ourHow to Handle a Subject Access Request workshop. No doubt there will be a few more SARs to the BBC in the coming weeks… 

The Information Commissioner, John Edwards, recently gave evidence to the House of Commons  Science, Innovation and Technology Committee.   Mr Edwards faced some tough questions about his response to the Afghan data breach, in which a Ministry of Defence (MoD) official mistakenly emailed a spreadsheet containing personal details of over 18,000 Afghan nationals who had applied to move to the UK under the Afghan Relocations and Assistance Policy (ARAP). The breach was only discovered in August 2023, when excerpts of the data appeared on Facebook. By then, the damage was done. A new resettlement scheme for those on the leaked list was set up and has seen 4,500 Afghans arrive in the UK so far. The Afghan Relocation Route has cost £400m so far, and the Government has said it is expected to cost a further £450m.  This and other data protection developments will be discussed in detail on our forthcoming  GDPR Update  workshop 

Finally, there are only two FOI Practitioner Certificate courses left till Christmas! This foundation course is designed for those wishing to acquire detailed knowledge of the FOI and develop the practical skills to enable them to become a more effective FOI Officer.  The syllabus has been developed by FOI experts after analysing all the skills, knowledge and competencies required for the FOI Officer role. By the end of the course, you will be able to practically handle FOI requests, apply the exemptions and draft Refusal Notices. You will also be able to differentiate between FOI requests and requests under the Environmental Information Regulations. 

UK GDPR Handbook Updated: Now Includes DUA Act Amendments 

Act Now Training is pleased to announce the launch of the 2nd edition of the UK GDPR Handbook

The handbook is designed for data protection practitioners and legal advisers who require a complete guide to the UK Data Protection regime following the changes introduced by the Data (Use and Access) Act 2025 (“DUA Act”). 

The DUA Act received Royal Assent on 19th June 2025. It amends the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications (EC Directive) Regulations 2003.  

This handbook sets out the full text of the amended UK GDPR. Amendments, insertions and deletions made by the DUA Act are referenced in colour to allow users to easily identify what has been changed. It also cross references relevant recitals of the EU GDPR which are still part of the UK GDPR pursuant to section 3 of the European Union (Withdrawal) Act 2018.  
 
Relevant provisions of the amended DPA 2018 have also been included where they contribute to the further understanding of the UK GDPR. Guidance from the (soon to be) Information Commission, the European Data Protection Board and relevant caselaw is signposted to assist users in interpreting the legislation. 

Act Now sold over 5,000 copies of the first edition of the handbook. This new publication will be a valuable addition to data protection practitioners’ libraries. Ibrahim Hasan, the editor of the handbook, said: 

“I am really pleased with the publication of the second edition of the UK GDPR handbook. My team and I have tried to produce a clear and easy to follow publication which will help practitioners navigate their way around this complex legislation.” 

Delegates on our future GDPR certificate courses will receive a complimentary copy of the UK GDPR Handbook as part of their course materials. 

The Rainfall Foundation 

The handbook also contains amendments made to Article 17 (the right to erasure) by section 31 of the Victims and Prisoners Act 2024.  

At Act Now we want to see a world where every individual, regardless of their past, has the opportunity to thrive; a community where everyone can contribute meaningfully and live with dignity. That is why we are partnering with Rainfall Foundation; a charity which works to support the reintegration of prison leavers into society. It provides tailored support that addresses prison leavers’ unique needs and helps them overcome the barriers they face in building a stable, rewarding life.  For each handbook sold, Act Now will be donating £1 to Rainfall Foundation.

Data (Use and Access) Act 2025: ICO Consultation 

Last month the ICO, launched public consultations on its guidance in response to The Data (Use and Access) Act 2025 (DUA Act) coming into force.  

The DUA Act received Royal Assent on 19th June 2025. It amends, rather than replaces, the UK GDPR as well as the Privacy and Electronic Communications (EC Directive) Regulations 2003 (PECR) and the Data Protection Act 2018. (You can read a summary of the Act here.)  

The Act is not fully in force yet. The only substantive amendment (Section 78) to the UK GDPR that came into force on 19th June inserted a new Article 15(1A), relating to subject access requests: 

“…the data subject is only entitled to such confirmation, personal data and other information as the controller is able to provide based on a reasonable and proportionate search for the personal data and other information described in that paragraph.” 

Other provisions of the Act will commence in stages, 2 to 12 months after Royal Assent. The first commencement order, The Data (Use and Access) Act 2025 (Commencement No. 1) Regulations 2025, came into force on 20th August.  

Recognised Legitimate Interests 

The DUA Act amends Article 6 of the UK GDPR to introduce ‘Recognised legitimate interest’ as a new lawful basis for processing personal data. This covers activities such as crime prevention, public security, safeguarding, emergencies and sharing personal data to help other organisations perform their public tasks. The proposed ICO guidance aims to make it easier for organisations to successfully use recognised legitimate interest by explaining how it works, along with giving practical examples. Further details on the 10-week consultation, which closes on 30 October 2025, can be found here.  

Data Protection Complaints 

By June 2026, Data Controllers must have a process in place to handle data protection complaints. A complaint can come from anyone who is unhappy with how an organisation has handled their personal data. The proposed ICO guidance sets out the new requirements and informs organisations of what they must, should and could do to comply. Further details on the eight-week consultation, which closes on 19 October 2025, can be found here.  

Data protection professionals need to assess the changes to the UK data protection regime set out in the DUA Act. Our half day workshop will explore the new Act in detail giving you an action plan for compliance. A revised UK GDPR Handbook is now available incorporating the changes made by the DUA Act.

The New Data (Use and Access) Act 2025 

The Data (Use and Access) Act 2025 received Royal Assent on 19th June 2025. It is important to note that the new Act will not replace current UK data protection legislation. Rather it will amend the UK GDPR as well as the Privacy and Electronic Communications (EC Directive) Regulations 2003 (PECR) and the Data Protection Act 2018. Most of these amendments will commence in stages, 2 to 12 months after Royal Assent. Exact dates for each measure will be set out in commencement regulations. 

The Bill was introduced into Parliament in October last year. It was trailed in the King’s Speech in July (under its old name of the “Digital Information and Smart Data Bill”) with his Majesty announcing that there would be “targeted reforms to some data laws that will maintain high standards of protection but where there is currently a lack of clarity impeding the safe development and deployment of some new technologies.” However, this statement of intent does not match the reality; many of the core provisions are a “cut and paste” of the Data Protection and Digital Information(No.2) Bill (“DP Bill”), which was dropped by the Conservative Government in the Parliamentary “wash up” stage before last year’s snap General Election. 

Key Provisions 

Let’s examine the key provisions of the new Act.  

Smart Data: The Act retains the provisions from the DP Bill that will enable the creation of a legal framework for Smart Data. This involves companies securely sharing customer data, upon the customer’s (business or consumer) request, with authorised third-party providers (ATPs) who can enhance the customer data with broader, contextual ‘business’ data. These ATPs will provide the customer with innovative services to improve decision making and engagement in a market. Open Banking is the only current example of a regime that is comparable to a ‘Smart Data scheme’. The Act will give such schemes a statutory footing, from which they can grow and expand.  

Digital Identity Products: Just like its predecessor, the Act contains provisions aimed at establishing digital verification services including digital identity products to help people quickly and securely identify themselves when they use online services e.g. to help with moving house, pre-employment checks and buying age restricted goods and services. It is important to note that this is not the same as compulsory digital ID cards as some media outlets have reported. 

Research Provisions: The Act keeps the DP Bill’s provisions that clarify that companies can use personal data for research and development projects, as long as they follow data protection safeguards.  

Legitimate Interests: The Act retains the concept of ‘recognised legitimate interests’ under Article 6 of the UK GDPR- specific purposes for personal data processing such as national security, emergency response, and safeguarding for which Data Controllers will be exempt from conducting a full “Legitimate Interests Assessment” when processing personal data.  

Subject Access Requests: The Act it makes it clear that Data Controllers only have to make reasonable and proportionate searches when someone asks for access to their personal data. 

Automated Decision Making: Like the DP Bill, the Act seeks to limit the right, under Article 22 of the UK GDPR, for a data subject not to be subject to automated decision making or profiling to only cases where Special Category Data is used. Under new article 22A, a decision would qualify as being “based solely on automated processing” if there was “no meaningful human involvement in the taking of the decision”. This could give the green light to companies to use AI techniques on personal data scraped from the internet for the purposes of pre employment background checks. 

International Transfers: The Act maintains most of the DP Bill’s international transfer provisions. There will be a new approach to the test for adequacy applied by the UK Government to countries (and international organisations) and when Data Controllers are carrying out a Transfer Impact Assessment or TIA. The threshold for this new “data protection test” will be whether a jurisdiction offers protection that is “not materially lower” than under the UK GDPR 

Health and Social Care Information: The Act maintains, without any changes, the provisions that establish consistent information standards for health and adult social care IT systems in England, enabling the creation of unified medical records accessible across all related services. 

PECR Changes: One of the most significant changes, copied from the DP Bill, is the increase in fines for breaches of PECR, from £500,000 to UK GDPR levels; meaning organisations could face fines of up to  up to £17.5m of 4% of global annual turnover (whichever is higher) for the most serious infringements. Other changes include allowing cookies to be used without consent for the purposes of web analytics and to install automatic software updates and extending the “soft opt” in for electronic marketing to charities.  

A full list of the changes to the UK data protection regime can be read on the ICO website.  

What is not in the new Act? 

Most of the controversial parts of the DP Bill have been have not made it into the Act. These include: 

  • Replacing the terms “manifestly unfounded” or “excessive” requests, in Article 12 of the UK GDPR, with “vexatious” or “excessive” requests. Explanation and examples of such requests would also have been included.  
  • Exempting all controllers and processors from the duty to maintain a ROPA, under Article 30, unless they are carrying out high risk processing activities.  
  • The “strategic priorities” mechanism, which would have allowed the Secretary of State to set binding priorities for the Information Commissioner. 
  • The requirements for the Information Commissioner to submit codes of practice to the Secretary of State for review and recommendations.  

The UK’s adequacy status under the EU GDPR now expires on 27th December following the recent announcement of a six month extension. Whilst the EU will commence a formal review of adequacy once the Bill receives Royal Assent, nothing in the Bill will jeopardise the free flow of personal between the EU and the UK. The situation would perhaps have been different had the DP Bill made it on to the statute books.  

AI and Copyright 

Much of the delay to the Bill was passing was caused by an issue which was not originally intended to be addressed in the Bill; that of the use of copyright works to train AI. Like the monster plant in Little Shop of Horrors, AI has an insatiable appetite; for data though rather than food. AI applications need a constant supply of data to train (and improve) their output algorithms. This obviously concerns copyright holders such as musicians and writers whose work may be used to train AI models to produce similar output, without the former receiving any financial compensation. A number of copyright infringements lawsuits are set to hit the courts soon. Amongst them, Getty Images’ is suing Stability AI accusing it of using Getty images to train its Stable Diffusion system, which can generate images from text inputs. Similar lawsuits have been launched in the US by novelists and news outlets. 

During the passage of the Bill through Parliament, there was strong disagreement between the Lords and the Commons over an amendment introduced by the crossbench peer and former film director Beeban Kidron. The amendment would have required AI developers to be transparent with copyright owners, about using their material to train AI models. 400 British musicians, writers and artists, including Sir Paul McCartney, signed a letter urging the Government to adopt the amendment. They argued that failing to do so would mean them “giving away” their work to tech firms.  

In the end, the Baroness Kidron dropped her amendment follow repeated rejection in the Commons. I expect this issue to raise its head again soon. The Government’s consultation on AI and copyright ended in February. Amongst other options, it proposes to give copyright holders the right to opt-out of their works being used for training AI. However, the music industry believes that such a measure would offer insufficient protection for copyright holders. In an interview with the BBC, Sir Elton John described the government as “absolute losers” and said he feels “incredibly betrayed” over the Government’s plans. 

Once the Government publishes it response to the copyright consultation, it will have to consider how to take the matter forward. Whether this comes in the form of a new copyright bill or AI regulation bill, expect more parliamentary wranglings as well as celebrity interviews.  

Data protection professionals need to assess the changes to the UK data protection regime. Our half day workshop will explore the new Act in detail giving you an action plan for compliance. A revised UK GDPR Handbook is now available incorporating the changes made by the DUA Act.