ConsumerWise hub

Public Bodies

FOI, EIR, councils and local government, NHS complaints, public-sector information rights and routes to public-service ombudsmen.

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16 guides and resources.

Start with the problem you recognise. Related pages cross-link to templates, tools, official sources and escalation routes.

01

Councils & Local Government

51 deep guides covering complaints, highways, Environmental Health, nuisance, planning, Council Tax, education, evidence and LGSCO.

02

Freedom of Information

How to request recorded information from public authorities under FOIA 2000.

03

FOI deadlines

The usual 20-working-day response period, permitted variations and practical tracking.

04

FOI exemptions

Absolute and qualified exemptions, the public-interest test and refusal notices.

05

FOI internal reviews

How to challenge an FOI response before going to the ICO; current ICO guidance says reviews should usually be completed within 20 working days.

06

Environmental Information Regulations

A separate access regime for environmental information, with its own exceptions and a statutory internal-review mechanism.

07

Scotland & FOISA

Freedom of information in Scotland operates under separate Scottish legislation and oversight.

08

Council complaints

Use the council’s complaints procedure, define claimed fault/injustice and preserve the evidence needed for possible LGSCO escalation.

09

LGSCO complaints

How fault, injustice, remedy and complaint-handling history fit into a Local Government and Social Care Ombudsman complaint.

10

NHS complaints

Local NHS complaint routes and escalation to the Parliamentary and Health Service Ombudsman where eligible.

11

PHSO complaints

Escalating eligible complaints about UK government departments or the NHS in England.

12

Maladministration

A practical concept covering administrative fault such as delay, failure to follow procedure, poor records or inadequate reasons.

13

Public-sector data rights

Why a request for your own personal data is usually a SAR even when the organisation is also subject to FOI.

14

Children’s social care complaints

The statutory three stage complaints procedure, independent investigation and LGSCO escalation.

15

Adult social care complaints

The statutory single stage framework, timing and LGSCO route.

16

Appeals and statutory reviews

Know when an appeal, tribunal or formal review is different from a complaint.

Choose the procedure by function

A council or public body can operate several completely different complaint and appeal systems.

Do not decide the route simply because the organisation is a council, NHS body or government department. Identify the function, the decision being challenged and whether legislation provides a specific complaint, review or appeal process.

General council complaintStage 1, Stage 2 and LGSCO escalation where the general process applies.Children’s social careThe statutory three stage complaints procedure and independent elements.Adult social careThe statutory single stage framework and LGSCO route.Appeals and reviewsKnow when an appeal, tribunal or internal review matters more than a complaint.FOI and EIR reviewChallenge information access decisions through the correct review route.NHS complaintsLocal resolution and PHSO escalation.

Track procedure and substance separately.

A public body can be wrong about the underlying decision and also handle the complaint badly. Record both. If a Stage 2 response changes the factual basis of Stage 1, identify the change. If evidence is omitted, show where it was supplied. If a statutory appeal exists, preserve that deadline even while the complaint is being investigated.

ConsumerWise method

Do not start with the argument. Start with the record.

With a public body, first identify what kind of route you are dealing with. A service complaint, statutory appeal, FOI internal review, social-care complaint and ombudsman complaint are not interchangeable, and using the wrong process can waste time.

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