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Customer Service Policy
The Information Commissioner’s Office (ICO) strives to satisfy the needs of its visitors and clients, but recognises that there may be occasions when actions carried out by the office or its’ staff will not meet the reasonable expectations of the public. The policy and procedures set out below and summarized in our Customer Service Policy are to be used to deal with general customer service issues about the office or the service it provides. If you have a complaint and are not satisfied with the results you receive from the ICO you can contact the Office of the Complaints Commissioner for further advice. Please note that complaints regarding FOI requests are handled through the Internal Review Process.
A complaint is an expression of dissatisfaction that relates to the standard of service, actions or inaction by the Information Commissioner’s Office or its staff. Complaints can be made by an individual person or group of people verbally or in writing. All complaints will be formally recorded.
As a matter of policy, the Information Commissioner’s Office will not accept complaints from third parties as issues of confidentiality may arise. An exception will be made for individuals who are unable to submit a complaint personally because of disabilities or otherwise, in which case complaints will be accepted from individuals acting on their behalf.
Complaints Form: Customer Service Policy and Procedure and Customer Service Form
Formal complaints can be made in the form of a letter to the Information Commissioner’s Office or alternatively, people may wish to fill in and submit a Customer Service Form in person, or by mail. Verbal submissions may also be made by phone.
Written submissions must be clear and state the nature of the issue including individuals involved, dates, times, etc. Contact details (mailing address, telephone numbers, email, etc.) are required and all such complaints must be signed and dated in order to be processed as promptly as possible.
If the Information Commissioner’s Office is unclear about any part of the formal submission we may need to contact you to provide further clarification before a full investigation can be conducted.
When your complaint has been received it will be processed in the following manner:
The ICO will send a response in writing, to advise of the outcome of the complaint process. Correspondence will be clearly written providing details of the investigation and the decision made. Complaints may be resolved in various ways including:
If you are not satisfied with the ICO’s response to your complaint you can contact the Office of the Complaints Commissioner. The Complaints Commissioner is an independent person who investigates allegations of maladministration causing injustice to the complainant. The Complaints Commissioner can be contacted at: