Data Protection Complaints or Concerns

Glasgow Life is committed to protecting your personal information and respecting your privacy

Glasgow Life takes concerns about how personal information is used seriously.

Data protection complaints relate to concerns about how your personal information has been collected, used, shared, stored or handled. This includes concerns about how we have responded to your data protection rights or where there may have been a data breach involving your information.

You can use our data protection complaints form to raise a concern, or contact us directly using the details below.

Created June 2026

You are giving us information to allow us to process your data protection complaint or concerns. This will involve using your personal information.

Glasgow Life is the operating name of Culture & Sport Glasgow, a Scottish Charity (Scottish Charity Number SC037844) and having its registered address at Commonwealth House, 38 Albion Street, Glasgow G1 1LH, is the controller of personal information collected for our processing purposes. See below for our contact details and our Data Protection Officer.

Anyone can make a complaint, including:

  • individuals whose personal data is affected
  • someone acting on behalf of another person (for example, a parent, guardian or representative)

Where a complaint is made on behalf of someone else, we may need to confirm that permission has been given.

A data protection complaint is any concern about how personal information has been handled, including where:

  • your information may not have been kept secure
  • your information has been shared inappropriately
  • information about you is inaccurate or out of date
  • we have not responded properly to a data protection request (such as a subject access request)
  • we have not been clear about how your information is used

In some cases, a complaint may indicate a potential personal data breach. Where this happens, we will assess and manage the issue in line with our legal obligations.

Personal data means any information that relates to an identified or identifiable individual. This can include:

  • your name, address or contact details
  • identification numbers
  • location data or online identifiers
  • any information that could be used, on its own or with other data, to identify you.

You can make a data protection complaint about issues such as:

  • delays in responding to your data protection enquiries or requests
  • concerns about how your personal data has been used, stored or shared
  • failure to follow data protection procedures
  • handling of your personal information when delivering a service

If your concern is mainly about service quality rather than personal data, it may be handled through our general complaints process instead.

Some issues are not dealt with under the data protection complaints process. These include:

  • routine service requests
  • general complaints about service delivery (not involving personal data)
  • Freedom of Information requests
  • requests for explanation of policy or decisions
  • matters where a separate right of appeal exists (for example parking or benefits decisions)
  • complaints already being considered by a court or tribunal

Where appropriate, we will direct your request to the correct process or team.

You should raise your concern as soon as possible so we can investigate fully.

Glasgow Life records are held for specific periods of time, depending on why that information is needed to deliver as service. It's important that you get in touch with us as soon as possible when you believe something has gone wrong so we can conduct a full investigation.  Normally, you must make your complaint as soon as possible, at the latest within six months of:

  • the event you want to complain about, or
  • finding out that you have a reason to complain, but no longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

We will:

  • acknowledge your complaint
  • assess the issue and identify the responsible service
  • investigate what has happened
  • provide you with a written response

Where your complaint involves another organisation (for example Glasgow City Council or another partner), we may share relevant information with them to investigate and respond. Each organisation will be responsible for how they use your information as a data controller.

Review stage

If you are not satisfied with the outcome, you can request a review by our Data Protection Officer. This will be handled independently of the original investigation where possible.

If you remain dissatisfied after we have responded, you have the right to raise your concerns with the Information Commissioner’s Office (ICO). 
Visit their Website for more information.

We understand that some people may need support to make a complaint.

You can:

  • ask someone to act on your behalf,  eg. a relative, friend or advocate, if you have given them your consent to complain for you.
  • request information in an alternative format
  • contact us for assistance in submitting your complaint

You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance.

We are committed to making our service easy to use for all members of the community.

Where a complaint involves a child or a vulnerable person, we will ensure that communication is appropriate and that additional safeguards are applied where required.

If you have trouble putting your complaint in writing, or want this information inanother format, such as large font, or Braille, please contact using this form or by emailing us at dataprotectoin@glasgow.gov.uk.

For general enquiries, queries or exercising your data protection rights, you can contact Glasgow Life by:

If you cannot use the data protection complaints online form, you can contact Glasgow Life by:

  • Email: foi@glasgowlife.org.uk
  • Post: Glasgow Life, 38 Albion Street, Glasgow, G1 1LH

Child-friendly version

We also have a child-friendly version of the privacy notice for data protection concerns or complaints.

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