Making a Freedom of Information or Environmental Information
Regulations 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 informtion 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 Customer Services
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 Customer Services 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 Customer Services 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,
to find out why it has not been resolved.
You will get a response within a maximum of 15 working
days telling you what action may be taken and how long
this will take.
Extending time limits
In certain cases, for example, if we need to provide a
translation or interpretation service or if the complaint is
complex, we may ask you to allow us to extend the time limit in
which we will respond.
Complain online
Register your complaint on the Internet by completing our
Online Complaints form (link below). We will tell you who will be
dealing with your complaint when we acknowledge receipt of your
form.
Getting help with complaints or appeals
If you would like someone to help with your complaint contact
the organisations below.
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