Appeals and internal reviews

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Appeals procedure under the FOIA

If, for any reason, you are unhappy with our response to a request made to us under the FOIA, you have the right to appeal our decision and request an internal review of it. This will start our appeals process, during which an independent official who has not been involved with the request (the FOI Appeals Officer) will be asked to undertake an internal review of the process, reasoning and withheld information, to ensure that due process and whether or not sound reasoning in line with the FOIA has been followed.

You can raise a complaint if we have:

• failed to provide the information you asked for;
• failed to tell you whether or not we hold information;
• failed to respond to your request within time limits (normally 20 working days);
• failed to give you proper advice and help;
• failed to give information in the form in which you requested it;
• failed to properly explain the reasons for refusing the request;
• failed to correctly apply an exemption under the Act – in other words, we have refused to disclose information for the wrong reason; or
• overcharged you for providing information.

The FOI Appeals Officer will inform the applicant of the outcome of the review within 40 working days in line with the Information Commissioner’s guidance, either upholding the original decision, providing additional explanation on the use of exemptions where applied, or releasing further information if considered appropriate to do so.

Appeals or requests for internal review should be submitted in writing to:

Customer Service Centre
Ordnance Survey
Romsey Road
SOUTHAMPTON
SO16 4GU

Or email customerservices@ordnancesurvey.co.uk.  Please ensure your email is entitled Freedom of Information so that our SPAM filters will pass your email to the correct location.

Review by the Information Commissioner

If you are dissatisfied with the outcome, or the handling, of the internal review conducted by Ordnance Survey, you may seek an independent review from the Information Commissioner. Requests for a review by the Information Commissioner should be made in writing directly to:

The Case Reception Unit

Customer Service Team

The Information Commissioner’s Office
Wycliffe House
Water Lane
WILMSLOW

Cheshire
SK9 5AF

Phone: 08456 306060
Fax: 01625 545510

Or online go to http://www.ico.gov.uk/complaints.aspx