Complaints about us
- How do we deal with complaints about us? #
If you have a complaint about the way we are running the WhatDoTheyKnow service, please contact the admin team. Those seeking to make complaints via other routes will be directed to the admin team.
If you are unhappy with the way a matter has been handled by one team member, you can request that another member of the team review what has taken place and seek to resolve the matter.
The WhatDoTheyKnow team will seek to apply the site’s existing policies or discuss adapting the policies to respond to any novel circumstances which arise.
We endeavour to deal with complaints promptly; occasionally we decide to wait for one of our regular monthly meetings to discuss a case, we will inform you if that is happening in relation to a matter you have raised.
Having been through these two phases, should you remain unhappy with a decision made by the WhatDoTheyKnow team, you may request that the matter is discussed internally with a group including mySociety’s Chief Executive to resolve it. mySociety is the parent organisation of WhatDoTheyKnow.
If necessary, mySociety’s Chief Executive will make a recommendation to the mySociety trustees who will make the final decision on the matter. Ultimately, the trustees are responsible for the running of WhatDoTheyKnow.
WhatDoTheyKnow’s activity is subject to regulation by the Information Commissioner and the Charity Commission. Those who remain dissatisfied are welcome to use these and other external routes of complaint and appeal open to them.
We keep these pages under review, and may make changes from time to time to ensure that they remain up-to-date and accurate. You can find a synopsis of changes we’ve made at our GitHub repository but if you have any questions, please do contact us.