Data Protection Complaints

Making a data protection complaint to LLA

If you wish to make a complaint to us London Luton Airport Operations Limited (LLA), about the manner in which we have handled your personal data, you may do so by completing our complaints form here:

 Download complaints form

• email to [email protected]. Please make the subject line "Data Protection Complaint".
• post to Data Protection Officer, London Luton Airport Operations Limited, Percival House, 134  Percival Way, Luton, LU2 9NU. Please mark the envelope "Private and Confidential - Data Protection Complaint".

You are not required to use our complaints form if you wish to make a complaint to us, but doing so should make it easier and quicker for you to provide us with the information we will need to investigate your complaint efficiently.

Accessibility

We are committed to making our complaint process accessible to everyone. If you need the information on this website or in our complaints form sent in large print, please let us know by contacting us at [email protected] or by post to London Luton Airport Operations Limited, Percival House, 134 Percival Way, Luton, LU2 9NU.

Your rights

You have the right to make a complaint at any time to us and to the Information Commissioner's Office (ICO) (the UK regulator for data protection issues) in line with our complaints procedure. You do not have to complain to us before you contact the ICO, but the ICO may ask if you have contacted us about your complaint first. The ICO can be contacted at www.ico.org.uk or on 0303 123 1113.

Non-data protection and mixed complaints

If your complaint does not relate to data protection, or includes non-data protection aspects, please explain this when you contact us to make your complaint. Our contact for complaints which relate to non-data protection issues is [email protected], or in writing to - London Luton Airport Operations Limited, Percival House, 134  Percival Way, Luton, LU2 9NU, and we recommend directing non-data protection complaints there in the first instance.

Complaints about airlines, groundhandlers, retailers and transport operators

Please note LLA generally does not hold personal data handled by airlines, groundhandlers, retailers and transport operators operating at the airport, and we encourage you to contact those operators directly if you have concerns about how they handled personal data.

Verifying your identity

We may ask you to provide evidence of your identity before we can progress your complaint, particularly where it involves personal data. We will only ask for information that is reasonably necessary to verify your identity if we do not already have sufficient information.

Complaints made on your behalf

A third party can make a complaint on your behalf. If they do so, we will ask for proof from them that they are permitted to make the complaint on your behalf, together with evidence of their identity. You can nominate another third party or change third party at any point to undertake a complaint on your behalf (subject to the same requirements).

Timescales for responding to your complaint and next steps

We aim to:

• Acknowledge receipt of your complaint within 30 days.
• Investigate your complaint without undue delay and keep you updated on progress.
• Inform you of the outcome as soon as reasonably practicable. For complex complaints, we will give you an anticipated timeframe.
• If you are dissatisfied with our response, you may ask us to escalate your complaint internally, or you may contact the ICO directly.

Data Protection Complaint form