FOI Request
- Disclosure ID
- FOI/03494
- Request Date
- January 2, 2020
- Subject
- Complaint Handling Procedures - 02/01/2020
- Description
1). Paragraph 78 of the ICO Guidance Section 45 – Code of Practice – request handling says, ’78. A public authority should establish complaint handling procedures with set target times for resolution. These procedures should be publicised and covered in the public authority’s publication scheme.’ Could you provide me with the link to where the ‘complaint handling procedures, are ‘publicised and covered in the public authority’s publication scheme?’
2). Could I expand my request to include the Trust’s complaint handling procedures for issues relating to complaints regard GDPR/DPA 2018 matters.
- Response
1). Please see the information published on our Trust website here:
2). For clarity regarding complaints about GDPR/DPA 2018 matters:
There is the option to contact the Information Governance department (which includes the Data Access team) directly to resolve issues relating to GDPR/DPA 2018 on an informal basis – in which case the matter would normally be handled within the Information Governance department.
If a complainant chooses to raise a formal complaint then this is handled via the Trust’s complaint procedure which is facilitated by the Patient Relations department – in which case the process at the above link would be followed. The Information Governance department would support and contribute to the formal complaints process, as the complaint would relate to matters within their remit and area of expertise.
If a complainant remains dissatisfied with the Trust’s handling of matters relating to GDPR/DPA 2018, then they have the right to complain to the Information Commissioner’s Office (ICO).
For reference, our Data Access team include the following in responses to information rights requests:
If you are unhappy with the response to your request we would always ask that you come back to us in the first instance, either informally or via our Trust’s complaints procedure, to try to resolve the situation. Alternatively, if you remain dissatisfied you have the right to complain to our supervisory authority, the Information Commissioner’s Office (ICO). You can access this via their website www.ico.org.uk/make-a-complaint/ or call 0303 123 1113.