Complaints and concerns data sets

navartne made this Freedom of Information request to Information Commissioner’s Office

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Information Commissioner’s Office,

The Information Commissioner's Office (ICO) 'Complaints and concerns data sets' webpage (https://ico.org.uk/about-the-ico/our-inf... )
contains a link to download the 2015/16 casework completed data (https://ico.org.uk/media/about-the-ico/d... )

This spreadsheet has an entry ref: 603717, with:

a) submitted about party = Lloyds Banking Group
b) finished date = 7 December 2015

1) Kindly confirm the organisation complained about. (I have reason to believe that it was Halifax Bank)

Could complaints about Halifax bank be recorded under submitted about party "Lloyds Banking Group"( the parent company).

2) With FOI request ref: IRQ0618544 (https://www.whatdotheyknow.com/request/s... ), you confirmed the following:

"We predominantly record complaints about Halifax Bank in our case management system as being about HBOS. To answer part 2) of your request we have therefore searched our records for any cases we have dealt with about either Halifax Bank or HBOS....."

Please confirm whether you sometimes record complaints about Halifax Bank under Lloyds Banking Group. If so, wouldn't the data provided with request IRQ0618544 likely to underestimate the true value of complaints against Halifax (since your search criteria only searched for Halifax or HBOS).

3) Similarly, are some HBOS complaints recorded under Lloyds Banking Group.

4) a) If a subject access request is lodged with Halifax, for an account(s) held at Halifax, who bears ultimate responsibility for the handling of that SAR. Is it:

a) Halifax Bank
b) HBOS
c) Lloyds Group
d) Any one of the above.

b) What criteria is used that make it appropriate to record case reference: 603717 under "Lloyds Banking Group" and not "Halifax Bank".

5) Please provide the last updated date of the 2015/16 data set available at:

https://ico.org.uk/about-the-ico/our-inf...

The above webpage says:

"We update these reports each month with the information relating to work completed three months earlier."

6) Please supply the most recent version of the 2015/16 data set.

Yours faithfully,

Mr Navartne

AccessICOinformation, Information Commissioner’s Office

Thank you for contacting the Information Commissioner’s Office. We confirm
that we have received your correspondence.

 

If you have made a request for information held by the ICO we will contact
you as soon as possible if we need any further information to enable us to
answer your request. If we don't need any further information we will
respond to you within our published, and statutory, service levels. For
more information please visit [1]http://ico.org.uk/about_us/how_we_comply

 

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days.

 

If you are concerned about the way an organisation is handling your
personal information, we will not usually look into it unless you have
raised it with the organisation first. For more information please see our
webpage ‘raising a concern with an organisation’ (go to our homepage and
follow the link ‘for the public’). You can also call the number below.

 

If you have requested advice - we aim to respond within 14 days.

 

If your correspondence relates to an existing case - we will add it to
your case and consider it on allocation to a case officer.

 

Copied correspondence - we do not respond to correspondence that has been
copied to us.

 

For more information about our services, please see our webpage ‘Service
standards and what to expect' (go to our homepage and follow the links for
‘Report a concern’ and ‘Service standards and what to expect'). You can
also call the number below.

 

If there is anything you would like to discuss with us, please call our
helpline on 0303 123 1113.

 

Yours sincerely

 

The Information Commissioner’s Office

 

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navartne left an annotation ()

For anyone interested, here's the direct link to the 2015-16 complaints and concerns data:

https://ico.org.uk/media/about-the-ico/d...

I've mirrored the same file at another location: (in case the ICO link changes. Or the file itself is changed/updated)

http://bit.ly/ico-Complaints-data-01-04-...

Went through the data (using sort by 'finished date') to figure out the time frame covered. Here are the results:

Oldest finished date: 01 April 2015

Most recent Finished date: 31 March 2016

So, period covered: 01 April 2015 to 31 March 2016.

Information Commissioner’s Office

8 December 2016

 

Case Reference Number IRQ0658253

 

Dear Mr Navartne

Request for Information
 
Thank you for your email which we received on 2 December, in which you
have made a request for information held by the Information Commissioner's
Office (ICO). 
 
Your request has been passed to the ICO’s Information Access Team, and is
being dealt with in accordance with the Freedom of Information Act 2000
under the reference number shown above. 
 
We will therefore respond to your request promptly, and no later than 3
January which is 20 working days from the day after we received your
request.
 
Should you wish to reply to this email please be careful not to amend the
information in the ‘subject’ field. This will ensure that your reply is
added directly to your case.
 
Yours sincerely
 
 
 
 

Danny Langley
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545784  F. 01625 524510  [1]ico.org.uk  [2]twitter.com/iconews
Please consider the environment before printing this email

 
 

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To find out more about our work please visit our website, or subscribe to
our e-newsletter at ico.org.uk/newsletter.

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Information Commissioner’s Office

22 December 2016

 

Case Reference Number IRQ0658253

 

Dear Mr Navartne

Information request
 
Further to our acknowledgement of 8 December we can now respond to your
information request of 2 December.
 
You have asked a number of questions, some of which are requests for
recorded information and some are general queries. Your information
requests have been dealt with in accordance with the Freedom of
Information Act 2000 (FOIA) and we have provided additional responses to
your general queries.

Your request
 
In your email you asked:
 
“The Information Commissioner's Office (ICO) 'Complaints and concerns data
sets' webpage
(https://ico.org.uk/about-the-ico/our-inf...
) contains a link to download the 2015/16 casework completed data
(https://ico.org.uk/media/about-the-ico/d...
)
 
This spreadsheet has an entry ref: 603717, with:
 
a) submitted about party = Lloyds Banking Group
b) finished date = 7 December 2015
 
1) Kindly confirm the organisation complained about. (I have reason to
believe that it was Halifax Bank) Could complaints about Halifax bank be
recorded under submitted about party "Lloyds Banking Group"( the parent
company).
 
2) With FOI request ref: IRQ0618544
(https://www.whatdotheyknow.com/request/s...
), you confirmed the following:
 
"We predominantly record complaints about Halifax Bank in our case
management system as being about HBOS. To answer part 2) of your request
we have therefore searched our records for any cases we have dealt with
about either Halifax Bank or HBOS....."
 
Please confirm whether you sometimes record complaints about Halifax Bank
under Lloyds Banking Group. If so, wouldn't the data provided with request
IRQ0618544 likely to underestimate the true value of complaints against
Halifax (since your search criteria only searched for Halifax or HBOS).
 
3) Similarly, are some HBOS complaints recorded under Lloyds Banking
Group.
 
4) a) If a subject access request is lodged with Halifax, for an
account(s) held at Halifax, who bears ultimate responsibility for the
handling of that SAR. Is it:
 
a) Halifax Bank
b) HBOS
c) Lloyds Group
d) Any one of the above.
 
b) What criteria is used that make it appropriate to record case
reference: 603717 under "Lloyds Banking Group" and not "Halifax Bank".
 
5) Please provide the last updated date of the 2015/16 data set available
at:
 
https://ico.org.uk/about-the-ico/our-inf...
 
The above webpage says:
 
"We update these reports each month with the information relating to work
completed three months earlier."
 
6) Please supply the most recent version of the 2015/16 data set.”
 
Our response
 
We have addressed each of your requests/queries in turn.
 
1) I can confirm this case was created to investigate a complaint
regarding Halifax.
 
Complaints regarding Halifax can be recorded against Lloyds Banking Group.
 
2) & 3) As you know from our response to IRQ0618544, in some instances
cases are recorded against the data controller and in other instances
against a parent company where we are aware of that relationship and it is
appropriate for us to do so.
 
Therefore in some cases where the concern raised is about Halifax, it will
be appropriate to list Lloyds Banking Group as the ‘submitted about
party’.
Case RFA603717 confirms at least one concern raised regarding Halifax is
done so in our casework management system as about Lloyds Banking Group.
As we advised in our response to IRQ0618544, the only way to check which
concerns raised about Lloyds Banking Group are related to which subsidiary
company we would need to perform a manual check of the correspondence on
each individual case.

4) a) If the data controller in this scenario is Halifax Bank, then they
would be responsible for ensuring that data subjects have the right of
subject access to the data they control. The specific handling of subject
access requests may be administered by agents acting on behalf of the data
controller or by a parent company.
 
4) b) As Halifax is part of the Lloyds Banking Group, there will be
circumstances where it is appropriate for us to raise DPA compliance
issues relating to Halifax with Lloyds Banking Group.
Generally, the details of the data controller in each case will be input
into our case management system by the case officer dealing with the case
and carrying out the DPA compliance assessment. There is no specific
procedure for this; the data controller recorded will be whichever is most
appropriate given the individual circumstances of the case.
Further to this, it is not necessary for us to specifically record
information about the relationship between different parent/child
companies for each case.
 
If you would like more information regarding our general approach to cases
and the processes we use for identifying the data controller, you can
access a copy of [1]the service guide we provide to ICO staff that make
assessments regarding compliance with the DPA.
 
5) I can clarify that the [2]data set you refer to is the entire data set
for the financial year 2015/16. The reference to monthly updates is to
future data sets, such as for this financial year. These will be published
soon.
 
6) The most recent (and final) data set for 2015/16 is therefore the one
on our website at
[3]https://ico.org.uk/media/about-the-ico/d...

This concludes our response to your request. I hope the information
provided is helpful.
 
Review Procedure
 
If you are not satisfied that your request for information has been dealt
with correctly, please write to the Information Access Team at the address
below, reply directly to this email (with the reference number contained
within the square brackets left intact), or email us at
[4][ICO request email], quoting the reference number
IRQ0658253.
Your request for a review should be submitted to us within 40 working days
of receipt by you of this response.  Any such request received after this
time will only be considered at the discretion of the Commissioner.
Ultimately if you are not satisfied that your request for information has
been dealt with correctly you have a further right of appeal to this
office in our capacity as the statutory complaint handler under the
relevant legislation.  To make such an application, please write to our
Customer Contact Team at the address below, or visit the ‘Report a
Concern’ section of our website.
 

Yours sincerely

Ian Goddard
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545823  F. 01625 524510  [5]ico.org.uk  [6]twitter.com/iconews
Please consider the environment before printing this email

The ICO's mission is to uphold information rights in the public interest.
To find out more about our work please visit our website, or subscribe to
our e-newsletter at ico.org.uk/newsletter.

If you are not the intended recipient of this email (and any attachment),
please inform the sender by return email and destroy all copies without
passing to any third parties.

If you'd like us to communicate with you in a particular way please do let
us know, or for more information about things to consider when
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Visible links
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2. https://ico.org.uk/media/about-the-ico/d...
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4. mailto:[ICO request email]
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Dear Information Commissioner’s Office,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Information Commissioner’s Office's handling of my FOI request 'Complaints and concerns data sets'.

1) Please clarify/highlight the specific section of the document ICO Service Guide[1], where there is more information on the "processes [you] use for identifying the data controller".

2) Kindly elaborate on the response to Question (2) and (3):

i) ...where we are aware of that relationship and it is "appropriate" to do so.
ii) it will be "appropriate" to list Lloyds Banking group....

"..appropriate to do so.." is awfully vague, so is "it will be appropriate to list..."

My question 4(b) was asking for the specific criteria. You've just repeated the question back to me.

3) For question 5, I was asking the exact date when the data set was updated. e.g. 31 March 2016.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/c...

Yours faithfully,

Mr Navartne

[1] - https://ico.org.uk/media/about-the-ico/p...

AccessICOinformation, Information Commissioner’s Office

Thank you for contacting the Information Commissioner’s Office. We confirm
that we have received your correspondence.

 

If you have made a request for information held by the ICO we will contact
you as soon as possible if we need any further information to enable us to
answer your request. If we don't need any further information we will
respond to you within our published, and statutory, service levels. For
more information please visit [1]http://ico.org.uk/about_us/how_we_comply

 

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days.

 

If you are concerned about the way an organisation is handling your
personal information, we will not usually look into it unless you have
raised it with the organisation first. For more information please see our
webpage ‘raising a concern with an organisation’ (go to our homepage and
follow the link ‘for the public’). You can also call the number below.

 

If you have requested advice - we aim to respond within 14 days.

 

If your correspondence relates to an existing case - we will add it to
your case and consider it on allocation to a case officer.

 

Copied correspondence - we do not respond to correspondence that has been
copied to us.

 

For more information about our services, please see our webpage ‘Service
standards and what to expect' (go to our homepage and follow the links for
‘Report a concern’ and ‘Service standards and what to expect'). You can
also call the number below.

 

If there is anything you would like to discuss with us, please call our
helpline on 0303 123 1113.

 

Yours sincerely

 

The Information Commissioner’s Office

 

Our newsletter

Details of how to sign up for our monthly e-newsletter can be found at
[2]http://www.ico.org.uk/tools_and_resource...

 

Twitter

Find us on Twitter at [3]http://www.twitter.com/ICOnews

 

The ICO's mission is to uphold information rights in the public interest.
To find out more about our work please visit our website, or subscribe to
our e-newsletter at ico.org.uk/newsletter.

If you are not the intended recipient of this email (and any attachment),
please inform the sender by return email and destroy all copies without
passing to any third parties.

If you'd like us to communicate with you in a particular way please do let
us know, or for more information about things to consider when
communicating with us by email, visit ico.org.uk/email

References

Visible links
1. http://ico.org.uk/about_us/how_we_comply
2. http://www.ico.org.uk/tools_and_resource...
3. http://www.twitter.com/ICOnews

Information Commissioner’s Office

9 January 2017

 

Case Reference Number RCC0662337

 

Dear Mr Navartne

Thank you for your email of 30 December 2016 in which you requested an
internal review of our response to your recent information request, dealt
with under our case reference [1]IRQ0658253. Please note the new reference
number above which relates to this case review. 
 
We will aim to respond by 30 January 2017 which is 20 working days from
the day after we received your recent correspondence. This is in
accordance with our internal review procedures, a link to these was
provided with our response.
 

Yours sincerely

Ian Goddard
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545823  F. 01625 524510  [2]ico.org.uk  [3]twitter.com/iconews
Please consider the environment before printing this email

The ICO's mission is to uphold information rights in the public interest.
To find out more about our work please visit our website, or subscribe to
our e-newsletter at ico.org.uk/newsletter.

If you are not the intended recipient of this email (and any attachment),
please inform the sender by return email and destroy all copies without
passing to any third parties.

If you'd like us to communicate with you in a particular way please do let
us know, or for more information about things to consider when
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References

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Information Commissioner’s Office

30 January 2017

 

Case Reference Number RCC0662337

 

Dear Mr Navartne

Re:  Internal review of IRQ0658253
 
I am writing in response to your email of 3 January 2017  in which you
requested an internal review of our response to your request which was
dealt with under reference IRQ0658253.
 
You have asked:
 
1) Please clarify/highlight the specific section of the document ICO
Service Guide[1], where there is more information on the "processes [you]
use for identifying the data controller".

2) Kindly elaborate on the response to Question (2) and (3):

i) ...where we are aware of that relationship and it is "appropriate" to
do so.
ii) it will be "appropriate" to list Lloyds Banking group....

"..appropriate to do so.." is awfully vague, so is "it will be appropriate
to list..."

My question 4(b) was asking for the specific criteria. You've just
repeated the question back to me.

3) For question 5, I was asking the exact date when the data set was
updated. e.g. 31 March 2016.
 
Response 
 

 1. The relevant section is the penultimate paragraph on page 15 of the
service guide.

 2. The answer Mr Goddard gave to you was an explanation rather than
recorded information. For clarity, we do not hold any information that
answers this part of your request so I cannot provide anything
further.

 3. As Mr Goddard explained in his response, there is no specific
procedure for this. Therefore, for clarity, the information you have
requested is not held.

 4. This dataset was uploaded to our website on 18 November 2016.

 
I hope that you find this response helpful. However, if you are
dissatisfied with the outcome of this review you may make a complaint to
the ICO in our role as the regulator.

How to complain

Please write to the address below, enclosing a copy of your request and
our responses or contact us by email on [1][email address]

Advice Services
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Yours sincerely
 
 
Ashley Duffy
Information Access Service Manager
01625 545 625

 
 

The ICO's mission is to uphold information rights in the public interest.
To find out more about our work please visit our website, or subscribe to
our e-newsletter at ico.org.uk/newsletter.

If you are not the intended recipient of this email (and any attachment),
please inform the sender by return email and destroy all copies without
passing to any third parties.

If you'd like us to communicate with you in a particular way please do let
us know, or for more information about things to consider when
communicating with us by email, visit ico.org.uk/email

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