Complaints Procedure - Freedom of Information Act 2000

Staffordshire University takes its obligations under the Freedom of Information Act 2000 very seriously.

If, for any reason, you are dissatisfied with the way in which your request for information has been handled, you may invoke the following complaints procedure.

The Complaints Procedure is split into informal and formal complaints. The University hopes to be able to resolve most complaints on an informal basis. Therefore, you are asked to pursue the informal complaints procedure before invoking the formal complaints procedure.

Informal Complaints Procedure

  • Contact (written or otherwise) the individual/department that handled your initial enquiry and they will try to resolve the complaint informally. 
  • An initial response will be made within 5 working days of receipt of a complaint. 
  • A full investigation and any decision will be made within 20 days from receipt. If it is not possible to respond within this timescale, the complainant will be notified of the revised timescale. If the complaint is upheld, you will be informed what action is to be taken. If the complaint is not upheld you will be given reasons for the decision.

Formal Complaints Procedure

If you are dissatisfied with the outcome of an informal complaint, you must make a formal complaint in writing, and provide the necessary and supporting evidence/paperwork.

The Information Protection & Security Manager will investigate and respond to your complaint within 20 working days.

If you are still dissatisfied having gone through the University’s formal complaints procedure, you have the right to complain to the Information Commissioner.

VisitInformation Commissioner’s website


Information Protection & Security Manager
Staffordshire University
Stoke on Trent
t: +44 (0)1782 294365