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Our Freedom of information appeals procedure

If, for any reason, you are unhappy with our response to a request made to us under the FOIA or EIR, you have the right to appeal our decision and request an internal review.

An independent Ordnance Survey official (the Appeals Officer), who has not been involved with the request, will be asked to undertake an internal review of the process, reasoning any withheld information, to ensure that due process has been followed and to determine whether or not sound reasoning in line with the FOIA or EIR has been followed.

You may raise a complaint where you believe we have:

  • Failed to respond to your request within the time limits (normally 20 working days)
  • Failed to tell you whether or not we hold the information
  • Failed to provide the information you have requested
  • Failed to explain the reasons for refusing a request
  • Failed to correctly apply an exemption or exception

The Appeals Officer will inform you of the outcome of the internal review within 40 working days, in line with the Information Commissioner’s guidance. The Appeals Officer will either uphold the original decision, provide additional explanation of the exemption/exception applied or release further information, if it is considered appropriate to do so.

Appeals should be addressed to:

The FOI Appeals Officer
Customer Service Centre
Ordnance Survey
Adanac Drive
SOUTHAMPTON
SO16 OAS

Or you may email customerservices@ordnancesurvey.co.uk. 

Please title your email Freedom of Information or Environmental Information Regulations, so that our SPAM filters will pass it 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 review by the Information Commissioner should be made in writing within 40 days of our response, to:

The Case Reception Unit
Customer Service Team
The Information Commissioner’s Office
Wycliffe House
Water Lane
WILMSLOW
Cheshire
SK9 5AF

Telephone: 08456 306060

Fax: 01625 545510

For further information, visit the Information Commissioner's website.

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For general enquiries, complaints, feedback or suggestions, email: customerservices@ordnancesurvey.co.uk or call us on 08456 05 05 05