They said this… · Public bodies & information

“An internal review is always optional before going to the ICO”

Generally incorrect

For FOI/EIR complaints, the expected route usually includes asking the authority to conduct an internal review before ICO escalation, subject to the applicable regime and circumstances.

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Why this answer

What actually matters

  • Check the refusal notice and ICO guidance.
  • Internal review gives the authority a chance to reconsider the decision.
  • Do not miss any complaint deadline.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • The exact request or complaint and date received
  • Any acknowledgement, extension or refusal notice
  • The statutory route or policy the body says applies
  • Documents showing the decision, chronology and requested remedy

If they still refuse

Move the dispute forward.

  1. First identify whether this is a service complaint, statutory appeal, FOI/EIR review or data-protection matter.
  2. Use the correct internal review/complaint stage before the relevant ombudsman or regulator where required.
  3. Do not let a generic complaints process displace a statutory appeal or review route that has its own deadline.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Public BodiesRead the full guide.Freedom of InformationRead the full guide.Complaint or appeal?Read the full guide.