If you want to make a complaint then you should do so within three months of receiving our service. Waiting longer than that could affect our ability to look into your complaint. In some cases, a long delay will mean that we will not consider the matter at all.
We will acknowledge your complaint within 10 working days. In most cases, the person who dealt with you will first check to see if they can resolve your complaint by providing you with further information or clarification about any decisions they have reached. If they can't do that, they will share your complaint with an appropriate manager, who will look at what we have done and why.
Once a manager has considered your complaint, they will tell you what they have decided. The manager should reply within 30 calendar days of the complaint being raised with them.
The Information Commissioner will not respond to your service complaint personally, even if you write directly to her. She has delegated responsibility for reviewing our service in specific cases to managers.
Make your complaint
For information about what we do with personal data see our privacy notice.
Also available in Welsh language / Cymraeg (pdf)
- By email: If all your supporting evidence is available electronically, you can send your form via email by taking the following steps. We use Transport Layer Security (TLS) to encrypt and protect email traffic. If your mail server does not support TLS, you should be aware that any emails you send to us may not be protected in transit.
1. Complete and save the form to your computer.
2. Open a new email, with 'Complain to the ICO' in the subject line.
3. Attach this form and any other documents you wish to send us. Please ensure your combined email attachments do not exceed 10 MB in a single email. You may send attachments over multiple emails, but please indicate this in the subject line.
4. Send to email@example.com
- By post: If your supporting evidence is in hard copy, you can print out the form and post it to us with your supporting evidence.
Information Commissioner's Office
Freedom of Information Act
If you disagree with a decision notice we have issued about your Freedom of Information Act complaint, the law does not allow us to review our decision. Instead, you can appeal to the First–tier Tribunal (Information Rights).
First-tier Tribunal (Information Rights)
GRC & GRP Tribunals,
PO Box 9300,
Tel: 0300 1234504
Fax: 0116 249 4253
Unless special circumstances apply a notice of appeal must be served on the Tribunal within 28 days of the date on which decision notice was served on or given to you.
Please note that the Tribunal does not consider complaints about decisions we have made under the Data Protection Act or the Privacy and Electronic Communications Regulations.
Freedom of Information Act requests to the ICO
If you made a request to the ICO under the Freedom of Information Act for information we may hold, and you would like us to review our response, please see our internal review policy.
Taking your complaint further
If, having exhausted our case review and service complaints procedure, you remain dissatisfied about any aspect of any service you have received from us or think we have not acted properly or fairly, you can take the matter to the Parliamentary and Health Service Ombudsman.
Complaints to the Ombudsman must be made through your MP. For further information about the Ombudsman’s service please visit their website (www.ombudsman.org.uk) or call their helpline on 0345 015 4033.
If your complaint relates to the way in which we have interpreted the law then the Ombudsman cannot help you. If you want to challenge our interpretation of the law, you should consider seeking legal advice.