Information about our complaints and appeals procedure

Wakefield Council is committed to putting the needs of its customers first. We aim to deliver high quality services and get things right the first time. However, from time to time you may be unhappy with how we have dealt with your requests for information and want to tell us about it.

We have a separate complaints procedure in place to deal with issues about Council services (see 'Related Links').

This page explains the stand–alone procedure to deal with complaints in relation to your rights to access information (see 'Downloads' for the full procedure). This applies to all requests for information made under the Freedom of Information Act and the Environmental Information Regulations.

What is a complaint?

A complaint is when you tell us that you are dissatisfied with the service we have provided in relation to your request for information. For instance, you may feel we have failed to:

• Respond to your request within statutory timescales
• Properly explain why we have refused your request
• Provide you with help
• Follow the Council’s agreed procedure.

What is an appeal?

You can also appeal against our decision to release all or part of the information you requested. In all instances where the information is refused applicants will receive ‘refusal’ letters stating the reasons for refusal and the procedure for appeal.

Who should I complain / appeal to?

Complaints
All complaints should be directed to the

Complaints and Communications Manager, 
Room 27,
Town Hall,
Wakefield WF1 2HQ
email: complaints@wakefield.gov.uk

If you would like to speak with someone, you may contact the Council’s Complaints and Communications team on 01924 305757.

Appeals
All requests for appeals should be sent to the

Freedom of Information Officer,
Wakefield Metropolitan District Council,
Information Unit,
Room 41, County Hall,
Wakefield WF1 2QW
email: FOI3@wakefield.gov.uk

If you would like to speak with someone, you may contact the Information Services Manager on 01924 305325, Fax: 01924 305383.

Should you still remain dissatisfied about the outcome of the Council’s Internal Complaints and Appeals Procedure you have the right to apply to the Information Commissioner’s Office (ICO) (see 'Related Links')You will be advised about this right irrespective of the outcome of the Internal Procedure as well as how to make an application. If you decide to proceed with the referral to the ICO, you should do this as soon as possible and certainly within 2 months of receiving the decision notice from us.

What information does the Council require from you?

To help us deal with the matter promptly please provide, in writing, the following:-

• Your name
• The address that you want us to send correspondence to: postal address or email address
• Details of your complaint and / or of your appeal: tell us what the complaint relates to and / or why you disagree with our decision not to release information to you
• How you would like us to put matters right: describe what action you would like us to take in relation to your complaint / appeal and what outcome you are looking for.

Remember, you have 40 working days to submit your complaint and appeals.

How we will use your information?

We will share the information you provide with relevant staff so we can investigate the matter.  We will also use the information for statistical and monitoring purpose. Sometimes we may be required to share the information with outside agencies and regulators.

Complaints and Appeals procedure

Procedures for submission and operation of the Complaints and Appeals process are described in sections 3, 4 and 5 in the downloadable version of the Procedure (see 'Downloads'). These are two distinct procedures and are dealt by two different offices within the Council.