Making a Freedom of Information Complaint
Introduction
Harlow Council has a complaints
procedure to help customers get their needs met in a fast,
courteous, fair and consistent manner.
You can use our corporate complaints procedure if you feel
that:
a) the Council is not complying with the Publication Scheme,
b) the Council has not dealt with a request for information
correctly, or
c) if you unhappy about the outcome of a request for
information.
The procedure aims to reach a resolution as quickly as possible.
We take complaints seriously as each one helps us learn and enables
us to improve our services.
If you are unhappy with how your request for information has
been handled, you should first complain to Contact Harlow.
Stage One – Corporate Information Manager
The complaint will be passed on to the Corporate Information
Manager for investigation.
If we cannot reply immediately, you will get an acknowledgement
within two working days – this applies to all stages of the
procedure. The acknowledgement will tell you what action may be
taken, when you can expect a full reply and who to contact about
the complaint.
A full response should be sent to you within a maximum of 10
working days.
Stage Two –Head of Governance
If you are unhappy with our decision, you should go back to the
Contact Harlow to start Stage Two of the procedure. The Head of
Governance will then investigate your complaint.
You should get a full response within a maximum of 10 working
days.
Stage Three –Corporate Management Team
If the Head of Governance has been unable to resolve your
complaint, approach Contact Harlow to start Stage Three of the
procedure – known as the formal stage.
Your complaint will be sent to the Corporate Management
Team. They will decide whether to uphold your complaint and
offer a final resolution or not uphold your complaint and write to
tell you the reasons why.
You will get a response within a maximum of 15 working days.
Extending time limits
In certain cases, we may extend the time limit to a reasonable
time period and will write to you giving reasons why the timescale
has been changed.
Complain online
Register your complaint on the Internet by completing our Online
Complaints form http://www.harlow.gov.uk/ We
will tell you who will be dealing with your complaint when we
acknowledge receipt of your form.
Getting help
At any stage you may refer your complaint to your local
Councillor at their ward surgery, in writing or by phone. They will
do everything they can to help resolve your complaint
satisfactorily. Details of how to contact the MP or your local
Councillor are also available from Contact Harlow or the Advice
Centre.
Getting help with complaints or appeals
If you would like someone to help with your complaint contact
the organisations below.
- Harlow Welfare Rights and Advice Service or
- Citizens Advice Bureau may be able to help.
Complain to the Information Commissioner
If we cannot resolve your complaint you can take it up with the
Office of the Information Commissioner, Wycliff House, Water Lane,
Wilmslow, Cheshire SK9 5AF. Email: mail@ico.gsi.gov.uk