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Complaints about Freedom of Information and Environmental Information Regulations

If you are not satisfied with the way we have handled your request for information under the Freedom of Information Act, Environmental Information Regulations or Data Protection Act, you have the right to complain.

Ways to complain

We will normally only consider complaints about things which happened in the past 12 months. However, in some cases we may be able to consider complaints outside of this period.

To make a complaint you can:

  • Write to us at: The FOI Team, Civic Centre, 44 York Street, Twickenham TW1 3BZ
  • Email us at

What happens next

We will let you know we have received your complaint within two working days. We will tell you who is dealing with your complaint and when you can expect to get a response.

A manager will then investigate your complaint and usually reply to you within 20 working days. If we cannot reply within this time, we will let you know the reason why.

If you are not happy with our response, we will listen to your concerns. If needed, we can give you advice about escalating your complaint.

If you are not happy with our response

If you are not satisfied with our response you can escalate your appeal by contacting the Information Commissioner's Office.

Updated: 11 August 2023

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