Comments and complaints

Comments and suggestions

Contact us If you have suggestions on how we can improve the service we provide in relation to information access.


We operate a single complaints procedure for:

  • Data Protection Act requests
  • Environmental Information Regulation requests
  • Freedom of Information Act requests
  • Publication Scheme requests

If you are unhappy with the way your request for information was dealt with or with the outcome please contact us as soon as possible after you receive the response.

Complaints procedure

When we receive a complaint or a letter expressing dissatisfaction to a valid request for information, we will acknowledge it and let you know when a review of the case should be completed. The normal target time for responding is 20 working days.

The review will be conducted by an independent senior council officer. The internal review will examine how the request was dealt with, and the response itself.

If we think the complaint will take longer than the target time (for example because of the complexity of the particular case) we will inform you and explain the reason for the delay.

Where it would be helpful the reviewing officer will contact you directly to discuss the case.

We or the reviewing officer will keep you informed of the outcome of the complaint.

If the reviewing officer finds that action is needed to rectify the situation, we will advise you and take the appropriate action.

If you are still unhappy

If you remain unhappy with the way your request for information was dealt with or the outcome, you can appeal to the Information Commissioner.

Contact the Information Governance Team