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BackPass
BACKPASS
Complaints

How to complain about how we use your information.

If you think BackPass hasn't looked after your personal information properly, you can complain to us. It's free, and you don't need to use any particular words or form.

Last updated: 31 October 2026

How to complain

  • Online: use the form below.
  • Email: contact@backpass.org with “Data protection complaint” in the subject line.
  • Post: BackPass, 59 Church Road, Frampton Cotterell, Bristol, BS36 2NJ.

We will accept your complaint however it reaches us, including through a Local Authority worker, carer or other trusted adult.

It helps if you tell us:

  • who you are and how we can contact you;
  • what happened, and when;
  • what you would like us to do to put it right.

If someone is complaining for you

Someone else can complain on your behalf, such as a carer, social worker or advocate. We will check with you, or ask for proof that they can act for you, before we share any of your information with them.

What happens next

  1. We acknowledge your complaint within 30 days of receiving it, as the law requires. We aim to reply within 5 working days.
  2. We look into it. Karim Allaouat, who is responsible for data protection at BackPass, will investigate. We may ask you for more information.
  3. We keep you updated if it is taking longer than expected.
  4. We tell you the outcome without undue delay, explaining what we found and what we have done about it.

If you’re still unhappy

You can complain to the Information Commissioner’s Office (ICO), the UK regulator for data protection:

The ICO will usually expect you to have complained to us first.

Safeguarding concerns

If you are worried about the safety of a young person, don’t wait for this process. Email safeguarding@backpass.org or see our Safeguarding page. If someone is in immediate danger, call 999.