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Astutis Complaints Policy

1. Definition
This procedure addresses complaints from data subject(s) relating to the processing of their personal data, handling of requests from data subjects by Astutis, and appeals from data subjects on how complaints have been handled.
2. Responsibilities
2.1. Employees are responsible for ensuring any complaints made in relation to the scope of this procedure are reported to the GDPR representative.
2.2. GDPR Representative is responsible for dealing with all complaints in accordance with this process.
3. Process
3.1. Astutis lists the contact details of its GDPR representative published on its website, and can be found on the ‘Astutis Policies and Terms & Conditions’ page.
3.2. Astutis has clear guidelines on this page /policies-terms-conditions. This mailbox is monitored and sent to the GDPR representative to respond to and enables the data subject to lodge a complaint.
3.3. Astutis provides any data subject(s) with the privacy notice by publishing it on its website, this can be found on the ‘Privacy Statement’ page and relates to the complaints form submission.
3.4. Data subjects are able to complain to Astutis about the following:
3.4.1. The manner in which their personal data has been processed
3.4.2. The manner in which their subject access request has been handled
3.4.3. The process in which their complaint has been handled
3.4.4. Any appeal or rejection given following their complaint.
3.5. Data subject(s) lodging a complaint with the Astutis GDPR Representative are able to do so by emailing direct to the GDPR Representative at
3.5.1. Any complaints received via the website should be directed to the GDPR Representative for resolution.
3.5.2. Complaints are to be processed within 30 days and free of charge.
3.5.3. Appeals on the handling of complaints are to be processed within 60 days.
3.6. If Astutis fails to act on a data subject’s access request within 60 days, or refuses the request, it should set out in clear and unambiguous terms, the reasons why it took no action or refusal. Astutis will also inform the data subject(s) of their right to complain directly to the Information Commissioners Office. In this situation, Astutis should provide the data subject(s) with the contact details of the supervisory authority and inform them of their right to seek judicial remedy.


If you wish to make a complaint on any aspect of the service you have received, contact our GDPR Representative at