Freedom of information

Any written request for information will be regarded as a request for recorded information under FOI and, or EIR unless:

• the information can be provided within a normal customer enquiry. The request will then be dealt with under the usual customer service procedures
• it is a requestfor personal data relating to the individual requesting the information. Such requests are dealt with under data protection legislation

We will only accept requests under FOI in writing, for example, via:

• online form
• letter
• email
• fax
• social media

We will accept requests under EIR verbally as well as in writing.

We will:

• respond to a request for information within 20 working days of receipt
• clarify ambiguous requests with the requester

We will not:

• refuse a request for information because the recorded information is out of date, incomplete or inaccurate
• make any changes or deletions to records because of a request

Refusing a request

We will consider refusing a request for information if:

• it would cost too much or take too much staff time to deal with the request
• the request is vexatious
• the request repeats a previous request from the same person
• the request meets an exemption under FOI and, or EIR

We may also refuse to confirm or deny whether we hold information where the law allows.

We may seek legal advice where appropriate before refusing a request. 

We will ensure that our grounds for refusal are robust, and justification will be required should the refusal be challenged.

A written refusal notice will be issued to the requester if we:

• refuse to say whether we hold information at all, or
• confirm that information is held but refuse to release it