Our response to requests for information, data and records
Once we can verified your identity and/or address, and we're certain of what your request is, we'll let you know; we then have up to 1 month to respond to your request.
We may need to extend the time to respond, if:
- your request is complex
- if we've received a number of requests from you*
* This can include other types of request, relating to individuals’ rights. For example, if you've made a simultaneous Subject Access Request and request for 'erasure' or for 'data portability'.
We'll write to you within 1 month to let you know if we are extending the timescale, and explain why.
In some circumstances we can’t give you information. Examples of situations when this might happen include:
- information from a court
- information which could prejudice a criminal investigation or cause mental or physical harm
These are known as exemptions; we may not tell you if an exemption applies to the information, nor why.
If you're unhappy with our response to information requests
If you're unhappy with our response to your request for data, information or records, contact our Information Governance Team.
If, after contact with our Information Governance Team, you're still unhappy with the response provided, you can make a complaint to the Information Commissioner’s Office (ICO).