Freedom of Information Act 2000

Request for Information Complaints Procedures

Our aim is to ensure:

If you are not happy that we have met any of the aims as set out above or you are not satisfied with the information we have provided you can make a complaint.

Making a complaint.

If you have requested information in writing you are entitled to complaint about the information you have received. An example of this would be:

If you have received any correspondence from us that has a reference number on it please quote the reference number you have been given. This will ensure that we can connect your complaint with the original request you logged.

The request for information complaints procedures have 2 stages.

Stage 1 complaint:

Your complaint should be made in writing as it may form part of an investigation undertaken by an independent authority called the Information Commissioner.

Please write to:

Deborah Upton

Assistant Director (Legal Services)

Medway Council

Civic Headquarters

Gun Wharf

Dock Road

Chatham

Kent ME4 4TR

You can also complain by email ([email address]) or online using the complaints form at www.medway.gov.uk/complaints

You should quote your reference number if you have one, and explain exactly why you are complaining about the information you have received. Include in the letter how you would like to receive the result of the complaint.

If you cannot make a complaint in writing you can get someone to write a letter on your behalf or you can ask the Citizens Advice Bureau to write a letter for you.

Where appropriate you will receive written acknowledgement of your complaint within three working days from when we receive it and a full response within ten working days. If your complaint cannot be resolved by then you should receive a letter explaining why and giving you a new deadline.

If you are not satisfied with the result of the complaint you can escalate it to a Stage 2 complaint.

Stage 2 complaint:

If you are unhappy with the outcome of the stage 1 complaint you can take the matter further and complain to the Information Commissioner.

The Information Commissioner is the independent supervisory authority who enforces the and oversees the Data Protection Act 1998 and the Freedom of Information Act 2000 and reports directly to UK Parliament.

To make a complaint to the Information Commissioner please write to:

FOI Compliance Team (complaints)
Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

You will need to make clear in your correspondence that you requested information from Medway Council, what information you have requested and why you are not happy with the information that has or has not been provided. You should also inform the FOI Compliance Team that you have followed the council's complaints procedures and that you are unhappy with the result of that complaint.

The Information Commissioner will initiate an investigation to discover the facts and make an informed decision to whether the complaint will be upheld or should be withdrawn.

The Information Commissioners website address is: www.informationcommissioner.gov.uk

Complaining about Medway Council services.

The Request for Information Complaints Procedure is not for making general complaints about the services that Medway Council provide or to make suggestions on how to improve services.

Details of how complaints, comments or suggestions can be made about council services can be found on our website (www.medway.gov.uk/complaints) or in leaflet form from the main council reception offices at the addresses below.

You can make a complaint, comment or suggestion in writing, in person or by telephone using the following contact points:

You can also make a complaint, comment or suggestion about Council services from the internet by completing an online form available from the Medway Council website (www.medway.gov.uk/complaints).

Medway Council FOI Complaints Procedures November 2004

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