Complaints Procedure

Complaints Procedure

These procedures will apply to all requests that have been processed under the Right of Access in our Freedom of Information procedures.

In the first instance, the complaint should be sent to Information Rights Manager at South Norfolk Council, South Norfolk House, Swan Lane, Long Stratton, Norfolk NR15 2XE or emailed to [email address]. giving details of how you think we have mishandled your original request and making any comments you wish.

We will:

Acknowledge receipt of your complaint within 3 days and give you a date when you will receive the findings of our investigation. If, for any reason, we find we will not be able to meet this target date we will advise you.
Follow through the original request step by step to ensure that we have acted within our procedures.
If the complaint involves the way in which exemptions or public interest test have been applied, the original decision will be re-assessed by a review panel. `
If we find that we have not disclosed information that we should have released then we will let you have the information as soon as possible.
If we are satisfied that we have followed all our procedures and that the original decision is to be unchanged we will advise you in writing.
If we find that we have wrongly applied an exemption and should have released additional information we will release the information as soon as possible.
If we find that our procedures were faulty we will take steps to improve them.

We hope that this will answer all your queries. If you are still not satisfied with the results of our investigations you may apply to the Information Commissioner who has the authority to investigate individual cases. However, the Information Commissioner has said that he will not deal with complaints where you have by-passed our internal review.

Office of the Information Commissioner

Wycliffe House

Water Lane

Wilmslow

Cheshire SK9 5AF

Website: http://www.ico.gov.uk/

Freedom of Information