To find out what information you need to send us, please select the category below that most closely matches what you intend to complain about:
They have failed to respond to your request within time limits (normally 20 working days)
Public authorities should respond to a request for information within 20 working days. A public authority may consider that, based on the complexity and volume of the information requested, it is impracticable either to comply with or refuse a request within 20 working days. If this is the case, the response period may be extended to 40 working days, providing you have been informed.
If you have not received a response within these timeframes, you can complain to us.
If you want us to look at a complaint about the time taken to respond you will need to send us unedited copies of the following:
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Your original request for information
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Any acknowledgement received from the public authority, such as an acknowledgment letter or automatic ‘bounce-back’ message
They have applied an exception under the EIR or otherwise explicitly withheld information
If a public authority has refused to provide information because they consider that an exception applies, you can complain to us.
As stated in Regulation 11, applicants should have first exhausted the public authority’s internal complaints procedure before submitting a complaint.
If you have not already done so, you will need to ask the public authority to reconsider its refusal of your request. When doing so, it may be helpful if you respond to any specific reasons given by the public authority for refusing your request.
Once this is complete, you should send us unedited copies of the following:
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Your initial request for information
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The public authority‘s initial refusal
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Your request for a review
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The review of the decision
They consider your request to be ‘manifestly unreasonable’
If a public authority has refused to provide information because they consider that to comply with the request would be manifestly unreasonable, you can complain to us.
As stated in Regulation 11, applicants should have first exhausted the public authority’s internal complaints procedure before submitting a complaint.
If you have not already done so, you will need to ask the public authority to reconsider its refusal of your request. When doing so, it may be helpful if you respond to any specific reasons given by the public authority for refusing your request.
Once this is complete, you should send us unedited copies of the following:
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Your initial request for information
-
The public authority‘s initial refusal
-
Your request for a review
-
The review of the decision
They have not responded to a request for internal review
If you have asked a public authority to review its refusal of your request and have not received a reply after 40 working days, you can complain to us.
If you want us to look at a complaint about the time taken for internal review you will need to send us unedited copies of the following:
- Your original request for information
- The public authority‘s initial refusal
- Your request for a review
- Any acknowledgement received from the public authority, such as an acknowledgment letter or automatic ‘bounce-back’ message
If you are not certain what information we need to deal with your complaint please call our Helpline on 0303 123 1113.