Making a Complaint about the Cyber Incident of December 2021
This information is only for complaints about the cyber incident that happened in December 2021. For all other complaints please visit How we handle your complaints - Gloucester City Council
The process
Stage One - Acknowledgement and Action
We will acknowledge your complaint and may contact you if we need to ask for more information.
We aim to respond to your complaint within 10 working days. Sometimes a complaint may be complex and could involve other council partners - you will be advised of the delay and will be told of the amended response date and proposed action taken.
Once a response has been given, this stage is complete.
Important - Following stage 1, if you're still not happy, you have 1 month from the date of the final response to request your complaint to be moved to stage 2.
Stage Two - Appeal
Complaints are investigated by a Senior Manager or Head of Service.
We aim to respond to your complaint within 10 working days. Sometimes a complaint may be complex and could involve other council partners - you will be advised of the delay and will be told of the amended response date and proposed action taken.
Stage Three – Information Commissioners Office
If you’re still unhappy with our response, you can make a complaint to the Information Commissioner’s Office (ICO) or get advice from the ICO.
ICO
Telephone: 0303 123 1113 Find out about call charges
Textphone: 01625 545860
Monday to Friday, 9am to 4:30pm
Post: Information Commissioner’s Office,
Wycliffe House Water Lane,
Wilmslow,
Cheshire,
SK9 5AF
You can also chat online with an advisor.
The ICO can investigate your claim and take action against anyone who’s misused personal data.
You can also visit their website for information on how to make a data protection complaint.
How to complain
You'll need to provide us with the following information:
- your full name
- contact details
- what service you are complaining about
- what happened, when it happened
- any supporting documents or photos
- what you want to happen to put things right
How to submit your complaint
By email: data.enquiries@gloucester.gov.uk
By telephone: 01452 396 396 and select option *
By post: Gloucester City Council, PO Box 2017, Pershore, WR10 9BJ
We will not accept anonymous complaints.
Persistent and or vexatious complaints
See our Unacceptable Customer Behaviour policy (PDF, 198.5 KB) that deals with persistent or vexatious complaints.