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Making a complaint

Give us your feedback.

Our Customer Service team answers almost 7,500 enquiries every month.

General complaints

We receive general enquiries about our products and services, as well as a wider range of questions about planning application maps, free mapping data, Ordnance Survey maps for mobiles and how businesses get mapping data, for example.

We hope our products and services meet your requirements. If they don’t, and you are not completely satisfied, you can make a formal complaint. We will do everything we can to address the problem and put things right.

The process for complaining may be different depending on the type of complaint. See if the options below are relevant to you.

If you wish to make a general complaint, please contact us using the contact form below. We always try to resolve any problem as quickly and efficiently as we can.

Complaints about Freedom of Information and Environmental Information Regulations

If you are unhappy with our response to a request you have made under the Freedom of Information Act (FOIA) or Environmental Information Regulations (EIR), you have the right to request an internal review of the decision.

An independent Ordnance Survey official (the Internal Review Officer), who has not been involved with your request, will be asked to undertake an internal review of the process to determine whether this has been followed in line with the FOIA or EIR.

You may request an internal review within two months of receipt of our final response to your FOI request or within 40 working days of receipt of our final response to your EIR request.

The Internal Review Officer will inform you of the outcome of the internal review, normally within 20 working days, but exceptionally within 40 working days, in line with the Information Commissioner’s guidance. The Internal Review Officer will either uphold the original decision, provide an additional explanation of the exemption/exception applied, or release further information if it is considered appropriate to do so.

Please quote your original reference on all correspondence.

Please contact us via our FoI form if you have a complaint. You can also post your request to us.

Appeal to the Information Commissioner's Office (ICO)
If, following the outcome of the internal review you remain dissatisfied, you may raise an appeal with the Information Commissioner’s Office on our response to the request you made under the Freedom of Information Act (FOIA) or Environmental Information Regulations (EIR).

You can find further information on the ICO website, or you may wish to call their helpline on 0303 123 113.

Complaints about our licensing under Public Sector Information (PSI)

We are committed to complying with the principles of the Re-use of Public Sector Information Regulations 2015 and there are a number of routes (both free and paid for) by which we permit re-use of our information. For details, please see our licensing pages.

If you have a complaint about our compliance with the Re-use of Public Sector Information Regulations 2015, we will investigate it thoroughly. See here for details of our PSI internal complaints process.

If you are unhappy with the way that we have handled a PSI complaint, are not happy with the response we have provided, or feel that the response is factually inaccurate and you wish the Information Commissioner’s Office to investigate further, please see the ICO complaints procedure.

To raise a complaint, please contact us here.