Dear Wakefield City Council,
Could you tell me please just who is actually empowered to make arbitrary decisions that a formal complaint request is declined and what course of action via Wakefield Council is there (if any) within Council policy for a community resident to appeal against complaints being apparently declined by an individual officer of the Council?
I already understand that there is an Ombudsman as a final method of resolving outstanding accepted complaints, but I specifically wish to know if Council has any form of appeal against a formal complaint request being refused by an individual officer of the Council?
I have already been told that the complaints policy has been modified so as to allow an officer to decline a formal request for a complaint. Can I have a full and concise copy of that new policy please that highlights this availability for an individual Council officer to decline a complaint raised by a community resident?
Yours faithfully,

Brian Thomas

freedomofinformation, Wakefield City Council

Dear Mr Thomas,

 

FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION 

 

Thank you for your email requesting information under the Freedom of
Information Act 2000 which we received on 17 September 2019.  It is our
intention to have the response delivered to you by 18 October 2019.

 

I would like to inform you that all requests submitted under the Freedom
of Information Act 2000 might be subject to exemption(s), which the
Authority is entitled to apply to refuse the request.

 

Any future correspondence you may have in relation to this matter should
be marked Private & Confidential and sent to the Senior Information
Governance Officer, Information Management Team, County Hall, Wakefield
WF1 2QW or e-mailed to [1][Wakefield City Council request email].

 

 

Yours sincerely

 

 

Information Governance Officer

Corporate Information Governance Team,

Legal and Governance

Wakefield Council, County Hall, Wakefield WF1 2QW

Email: [2][Wakefield City Council request email]

Tel: 01924 306112

 

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freedomofinformation, Wakefield City Council

Dear Mr Thomas,

 

Freedom of Information Act 2000 - Request for Information

 

I am writing in respect of your recent enquiry for information held by the
Authority under the provisions of the Freedom of Information Act.

 

Please find the response to your request below.

 

Could you tell me please just who is actually empowered to make arbitrary
decisions that a formal complaint request is declined and what course of
action via Wakefield Council is there (if any) within Council policy for a
community resident to appeal against complaints being apparently declined
by an individual officer of the Council?

 

The Complaints Policy details types of complaints that will not be
considered in some detail in section 3, and has further information
regarding the process for refusing complaints is contained in section 10. 
This can be found online on the following link:

 

[1]https://www.wakefield.gov.uk/Documents/c...

 

A copy is also attached.

 

I already understand that there is an Ombudsman as a final method of
resolving outstanding accepted complaints, but I specifically wish to know
if Council has any form of appeal against a formal complaint request being
refused by an individual officer of the Council?

 

The appeal would be with the Local Government and Social Care Ombudsman
who would look, as part of their investigation, at the reasons given by
the Council for refusing the complaint.

 

I have already been told that the complaints policy has been modified so
as to allow an officer to decline a formal request for a complaint. Can I
have a full and concise copy of that new policy please that highlights
this availability for an individual Council officer to decline a complaint
raised by a community resident?

 

The Complaints Policy is attached to this email.

 

Please do not hesitate to contact me should you have any further queries
regarding this matter.

 

Yours sincerely

 

Information Governance Officer

Information Governance Team

Legal and Governance

Wakefield Council

Tel: 01924 306112

E-mail: [2][Wakefield City Council request email]

 

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freedomofinformation, Wakefield City Council

1 Attachment

Dear Mr Thomas,

 

Freedom of Information Act 2000 - Request for Information

 

I am writing in respect of your recent enquiry for information held by the
Authority under the provisions of the Freedom of Information Act.

 

Please find the response to your request below.

 

Could you tell me please just who is actually empowered to make arbitrary
decisions that a formal complaint request is declined and what course of
action via Wakefield Council is there (if any) within Council policy for a
community resident to appeal against complaints being apparently declined
by an individual officer of the Council?

 

The Complaints Policy details types of complaints that will not be
considered in some detail in section 3, and has further information
regarding the process for refusing complaints is contained in section 10. 
This can be found online on the following link:

 

[1]https://www.wakefield.gov.uk/Documents/c...

 

A copy is also attached.

 

I already understand that there is an Ombudsman as a final method of
resolving outstanding accepted complaints, but I specifically wish to know
if Council has any form of appeal against a formal complaint request being
refused by an individual officer of the Council?

 

The appeal would be with the Local Government and Social Care Ombudsman
who would look, as part of their investigation, at the reasons given by
the Council for refusing the complaint.

 

I have already been told that the complaints policy has been modified so
as to allow an officer to decline a formal request for a complaint. Can I
have a full and concise copy of that new policy please that highlights
this availability for an individual Council officer to decline a complaint
raised by a community resident?

 

The Complaints Policy is attached to this email.

 

Please do not hesitate to contact me should you have any further queries
regarding this matter.

 

Yours sincerely

 

Information Governance Officer

Information Governance Team

Legal and Governance

Wakefield Council

Tel: 01924 306112

E-mail: [2][Wakefield City Council request email]

 

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Dear freedomofinformation,
Thank you for your reply and the attached document.
I take it that as I asked if there is any Council appeal procedure against a refusal to accept a complaint that there is no other avenue other than the Government Ombudsman. Is that correct please?

Having read the document you attached, it tells me that the person who makes the decision to refuse a complaint is the Customer Service Manager.
Could I ask please
1) is this the only Council Official who may make this decision to refuse a Complaint ?
2) How many such Council Officials exist within the Council ?
3) If it not against Council Policy can I have the names please of this or these Officials ?
4) If it is against Council Policy is there any where else where I can ask/find for the names of these Customer Service Manager(s) please?
Regards
Brian Thomas

Yours sincerely,

Brian Thomas

freedomofinformation, Wakefield City Council

Dear Mr Thomas,

 

FREEDOM OF INFORMATION ACT 2000 - REQUEST FOR INFORMATION 

 

Thank you for your email.  I will be processing the first part of your
request as a follow-up question under your first request, with the
reference 13746, and will provide this response as soon as it is available
to me. 

 

With regards to the further questions you raise, I will be responding to
these as a separate, new request under the Freedom of Information Act
2000.  It is my intention to have the response delivered to you by 01
November 2019.

 

I would like to inform you that all requests submitted under the Freedom
of Information Act 2000 might be subject to exemption(s), which the
Authority is entitled to apply to refuse the request.

 

Any future correspondence you may have in relation to this matter should
be marked Private & Confidential and sent to the Senior Information
Governance Officer, Information Management Team, County Hall, Wakefield
WF1 2QW or e-mailed to [1][Wakefield City Council request email].

 

 

Yours sincerely

 

 

Information Governance Officer

Corporate Information Governance Team,

Legal and Governance

Wakefield Council, County Hall, Wakefield WF1 2QW

Email: [2][Wakefield City Council request email]

Tel: 01924 306112

 

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freedomofinformation, Wakefield City Council

Dear Mr Thomas,

 

Freedom of Information Act 2000 - Request for Information

 

I am writing in respect of your recent enquiry for information held by the
Authority under the provisions of the Freedom of Information Act.

 

Please find the response to your request below.

 

I take it that as I asked if there is any Council appeal procedure against
a refusal to accept a complaint that there is no other avenue other than
the Government Ombudsman. Is that correct please?

Yes, that is correct. 

 

1)    is this the only Council Official who may make this decision to
refuse a Complaint ?

No

 

2)    How many such Council Officials exist within the Council ?

There are 3 employees with the same job title of Customer Service Manager.

 

3)    If it not against Council Policy can I have the names please of this
or these Officials ?

Wakefield Council does not release the names of staff members below
Service Manager Level within responses to requests submitted under the
Freedom of Information Act 2000.

 

4)    If it is against Council Policy is there any where else where I can
ask/find for the names of  these Customer Service Manager(s) please?

Wakefield Council would not release this information without the consent
of the individuals concerned.   

 

Please do not hesitate to contact me should you have any further queries
regarding this matter.

 

Yours sincerely

 

Information Governance Officer

Information Governance Team

Legal and Governance

Wakefield Council

Tel: 01924 306112

E-mail: [1][Wakefield City Council request email]

 

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