ICO implements new data protection complaint handling framework

Writing on LinkedIn following a presentation at a London conference, Dom Smith, Group Manager at the Information Commissioner's Office (ICO), discusses the regulator's new framework for handling data protection complaints.

In the post, Smith explained that the previous model was no longer sufficient, considering the tens of thousands of cases the ICO now receives. As such, he acknowledged how the old system often resulted in slow responses for minor issues and insufficient focus on complaints involving clear harm or detriment.

The new framework is designed to move away from what Smith described as a "casework lottery" by prioritising high-value cases where the ICO can have the most significant impact. By introducing a more structured approach, the ICO intends to provide greater clarity, certainty, and consistency for both individuals and organisations. In addition, the framework introduces improved data recording methods to enable a more strategic analysis of broader systemic issues, aligns with legislative changes under the Data (Use and Access) Act 2025 (DUA Act), and represents a shift toward a more proactive and efficient regulatory environment.

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