Access to information - Complaints and appeals procedure
Information about our complaints and appeals procedure.
Solihull Council is committed to putting the needs of its customers first. We aim to deliver high quality services and get things right the first time. However, from time to time, you may be unhappy with how we have dealt with your requests for information and want to tell us about it.
We have a complaints procedure in place to deal with issues about Council services. However, we also have a stand-alone complaints process to deal with complaints in relation to your rights to access information.
This applies to all requests for information made under the Freedom of Information Act, Environmental Information Regulations or Data Protection Act.
Equal opportunities
You have a right to be treated with respect, dignity and fairness in all your contacts with us, regardless of your race, gender, disability, age, culture, religion, status or sexuality.
What are FOI, EIR and DPA
The Freedom of Information Act 2000 (FOI) gives people a general right of access to information held by or on behalf of public authorities.
The Environmental Information Regulations 2004 (EIR) give similar rights of access but specifically to information relating to, or affecting, the environment.
The Data Protection Act 1998 (DPA) sets out a series of principles, which we must keep to when we use your personal information. It also gives you certain rights, including the right to see what personal information we hold about you.
What is an appeal?
If you have asked for information and have been refused some or all of it you should have been told why. If you disagree with our reasoning and the decision not to release the information, then you may appeal against the decision.
What is a complaint?
A complaint is when you tell us, either verbally or in writing, that you are dissatisfied with the service we have provided in relation to your request for information. For instance, you may feel we have failed to:
- Respond to your request within statutory time scales.
- Properly explain why we have refused your request.
- Provide you with help.
- Follow the Council's agreed procedure.
Who should I complain to?
Please contact either by post, email or telephone:
The Corporate Information Governance Manager
Solihull Metropolitan Borough Council
PO Box 18
Council House
Solihull
B91 9QS
Tel: 0121 704 6251
Email: infogov@solihull.co.uk
If you are not content with the outcome of your review or complaint, you may apply directly to the Information Commissioner's Office (ICO) for a decision. Generally the ICO will not make a decision until you have exhausted the complaints procedure provided by the Council. The Information Commissioner can be contacted at:
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 01625 545 700
website: http://www.ico.gov.uk/