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Conduent Privacy and Data Protection Complaints Procedure

  1. We are committed to protecting personal data and complying with all applicable data protection laws and regulations, including the EU & UK GDPR, various data protection acts (2018), and the Data (Use and Access) Act 2025 (“Data Protection Law”). If you believe we have mishandled your personal data or failed to meet our obligations, you are entitled to complain. This policy explains how individuals can raise complaints about our data processing activities and how we will respond.

Scope

  1. This policy applies to complaints about:
    • How we collect, use, share, or retain personal data.
    • Our responses to data subject rights requests.
    • Any alleged breach of Data Protection Law.
    • This policy applies to where Conduent is a data controller. Where Conduent processes personal data in another capacity (for example, as a data processor), we will handle and coordinate complaints in accordance with our contractual arrangements and the respective responsibilities of the parties. This includes working with relevant third parties to ensure complaints are appropriately investigated and responded to.

Initial steps to resolve

  1. If you have any concerns about the handling of your personal data, we recommend that you contact our data protection team in the first instance via email: ConduentDPO@Conduent.com. Complaints received via other channels will be routed via this team.
  2. To help us investigate, please include:
    • Your name and contact details.
    • Details of your concern and relevant dates.
    • Any supporting documents.
    • The outcome you seek.
  3. Where necessary, we may need to verify your identity before progressing with your complaint.
  4. If you act on someone’s behalf, you may be required to provide proof of authority before we can progress the complaint.
  5. If you need this procedure in an alternative format or language, please let us know.

What Happens Next

  1. We will acknowledge your complaint promptly and in any event within 30 days. The acknowledgement will confirm receipt, provide a reference number and outline next steps.
  2. We will record your complaint in a central register and open a file for your complaint.
  3. The Data Protection Team will begin investigating your complaint promptly. We will keep you informed of progress throughout the investigation, including where there are delays or where further time is required. In any event, we will endeavour to provide an update within 30 days of acknowledging receipt of your complaint.
  4. The investigation may include reviewing relevant records, interviewing staff, and clarifying details with you. If it seems appropriate, we may at this stage suggest a meeting to obtain further details or to discuss matters with you.
  5. The duration of our investigation will depend on the complexity of the issues raised and the steps needed to resolve your complaint.
  6. We aim to provide an outcome without undue delay, explaining our findings. Our response will explain our findings, the steps taken during the investigation, and any actions implemented. We shall document key decisions and the rationale for how each complaint is handled.

Review of the Data Protection Team’s decision

  1. If you do not accept the Data Protection Team’s findings or proposals for resolving the matter, you may request a review of their decision. The review will be conducted by the Data Protection Officer (DPO) who will independently review the complaint and issue a final internal decision. Please submit your request to the Data Protection Team at ConduentDPO@Conduent.com after receiving your final response.

Escalation of Complaints

  1. You have the right to complain to a supervisory authority about our collection and use of your personal data. For more information, please contact your local supervisory authority. Contact details for the ICO, the UK’s data protection authority, are available here. Contact details for data protection authorities in the European Economic Area, are available here. Certain supervisory authorities will require that you exhaust our own internal complaints process before looking into your complaint.
  2. You are entitled to bring a claim in the courts of the UK or EEA jurisdiction of the relevant Conduent data controller that processes the personal data to which your claim relates, as applicable.

Confidentiality

  1. Complaint information is processed securely and shared only on a need-to-know basis, in line with data protection law.

Applicability

  1. This procedure applies across Conduent Business Services, LLC group companies located in the UK and EU, as a minimum standard for handling data protection complaints.