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How to complain


How to complain if you are dissatisfied with our response to your request for information

Under the Freedom of Information Act you are entitled to complain to the council if:

  • We have failed to provide information in accordance with our Publication Scheme
  • You feel that your request for information was not dealt with within the 20 working day time limit
  • You didn’t receive all of the information you requested
  • No reason was given as to  why your request has been refused
  • You feel that exemptions have been wrongly applied
  • You feel that a fee has been wrongly charged

How to make a complaint

  • You may make your complaint by letter, on tape, in person, via the internet or on the council’s “tellus” complaints form.
  • Make it clear that you are making a complaint about a matter to do with Freedom of Information and provide full details of your complaint.
  • Provide us with your name and contact address (this can be an e-mail or postal address)
  • If possible, provide a phone number (in case we need to contact you to help us deal with your complaint).

Send your complaint:

  • by e-mail to complaints@walsall.gov.uk
  • by fax to 01922 614210
  • by letter to FOI Complaints, Walsall Council, Civic Centre, Darwall Street, Walsall, WS1 1TP
  • or ask a member of staff at the council to help you.

What will happen next

  • Your complaint will be treated confidentially and fully investigated.  If your complaint is about a response to a request for information, it will be dealt with by an officer who was not involved in the original decision. A review of the application of exemptions may be presented to an appeals panel of officers who were not part of the original exemption decision.
  • You will receive an acknowledgment within 5 working days of receipt of the complaint. A full investigation and any decision will be made and conveyed to you within a further 15 working days.
  • If we are unable to deal with your complaint within this time we will inform you and let you know the reason for the delay.
  • If your complaint is upheld you will be notified of what action will be taken. If it is a request for information the information will be provided to you. If the complaint is not upheld you will be given a reason for the decision.

The possible outcomes of an investigation into an FOI complaint

The Council may decide one or more of the following:

  • Information is to be disclosed which was previously withheld.
  • The Council has not followed its procedures in relation to Freedom of
  • Information. If so, we will apologise and tell you what we will do to put it right and make sure that similar errors do not occur in the future.
  • The Council has correctly followed its procedures and the initial decision to withhold information is upheld.

If you are not happy with the council’s response to your complaint

If you are not satisfied with the council’s response to your complaint, or if we have not been able to resolve it, you may contact the Information Commissioner, who is independent of the council, and  ask him to investigate the matter.

You can contact the Information Commissioner at:

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone 01625 545700
Email data@dataprotection.gov.uk
Website www.informationcommissioner.gov.uk

This page was last updated on 05 December 2011