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Jackie Spiller
Date: 16th April 2014
xxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxx.xxx
Our Ref: FOI 14 13690
Dear Mrs Spiller
Freedom of Information Request
I refer to your Freedom of Information Request received on 19th March 2014.
Your request asked for the following information:
Your Request
Please could you tell me since 2010 how many complaints to the council, about the council
were escalated to the stage three level and how many were upheld and found in favour of
the complaint?
Council’s Response
We can confirm the following information with regards your request.
Since 2010 there have been 82 complaints that were escalated to stage 3 Level of South
Tyneside Council’s complaints procedure.
Of these 82 cases:
12 complaints were upheld in full or in part
63 complaints were not upheld, however it should be noted that 11 of these cases resulted in
recommendations for service improvements.
7 complaints have been withdrawn, cancelled or are ongoing.
Copyright Procedure
The information supplied to you continues to be protected by the Copyright, Designs and
Patents Act 1988. You are free to use this information for your own purposes, including any
non-commercial research you are doing and news reporting. Any other re-use of this
information, for example commercial publication requires the permission of the Council as
the Copyright holder. All re-use requests will be treated under the Re-Use of Public
Information Regulation 2006.
Town Hall & Civic Offices
Telephone: 0191 427 7000
Westoe Road
Fax No:
0191 427 7171
South Shields
Tyne and Wear, NE33 2RL
Website: www.southtyneside.info
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Internal Review Procedure
If you are dissatisfied with the handling of this enquiry you can invoke the Council’s internal
review procedures to ask for an independent review of your request. All such requests must
be sent to us within 4 weeks and must clearly state in writing your reference number and
your reasons for your request for internal review.
The Information Governance Team can be contacted at the following address: Information
Governance Team, Central Library, Prince Georg Square, South Shields, Tyne and Wear,
NE33 2PE.
Information Commissioner’s Office (ICO)
Should you remain dissatisfied with the final outcome of the internal review process you can
write to the Information Commissioner to ask for an independent review.The Information
Commissioner is the Government’s Independent Body responsible for overseeing the
Freedom of Information Act 2000, the Data Protection Act 1998 and the Environmental
Information Regulations 2004.
Please do note the ICO will only review cases that have exhausted the Council’s internal
review procedures. All correspondence to the ICO must quote the Council’s reference
number and your reasons for your appeal.
The ICO’s contact details are as follows: Information Commissioner’s Office, Wycliffe
House, Water Lane, Wilmslow, SK9 5AF. More information can be found on the ICO’s
website a
t www.informationcommissioner.gov.uk. If you have any further queries about this matter, please do not hesitate to contact us on
(0191) 424 6539, or by emailing
xxx@xxxxxxxxxxxxx.xxx.xx. Yours sincerely
Paul Robinson
Corporate Lead, Corporate Affairs