Consumer Focus is committed to safeguarding website users’ privacy. Should you pass any personal information to us, we will treat this as confidential and your details will not be given or sold to anyone.
Consumer Focus does not ask for personal details of users of our website. You can access our website without first signing in using a unique personal username and password.
Any information we collect online will be used to help us understand more about how our site is used by visitors, and to develop and improve our service to you.
Consumer Focus makes every effort to ensure the security and integrity of emails on our systems. However, no online data transmission can be guaranteed to be totally secure. As a result, while we strive to protect your personal information after we have received it, Consumer Focus cannot guarantee the security of information when it is being transmitted.
See our Information charter (PDF 132KB) for more information.
Our privacy – re-use of public sector information
- How do I make a request to re-use information?
- Will permission always be granted to re-use documents?
- Conditions of re-use
- What happens if someone else wants to re-use the same information?
- What happens if we refuse?
On 1 July 2005 regulations came into force that allow the public to apply to re-use information held by Consumer Focus to promote their own research and publications.
‘Re-use’ means using the information for a purpose other than the purpose for which the document was originally produced. This could include commercial reasons.
This page explains how you can make a request to re-use information.
Consumer Focus will:
- Allow the free use of information available from our web site providing copyright and intellectual property rights are not infringed;
- Consider the granting of free use of non-published information providing copyright and intellectual property rights are not infringed
- Put your request in writing
- State your name and contact address
- specify the document which you want to re-use.
Send your request to:
Cardiff CF11 9SR
Tel: 02920 787100
Fax: 02920 787101
We must respond to your request within 20 working days. Where a request is received outside of normal working hours (for example an evening or weekend) it will be treated as having been received the next working day.
It may on occasion be necessary to extend the 20-day time limit. If this happens we will tell you before the deadline the reasons for the extension and the date on which we expect to respond.
‘Responding to a request’ can mean one of three things:
- making the requested document available for re-use, or
- where conditions are attached to its re-use, finalising the offer to you of the conditions on which re-use will be permitted, or
- refusing the request.
Not always. We can refuse requests for one or more of the following reasons:
- The document contains information in which intellectual property rights are owned by a third party.
- The content of the document is exempt from disclosure under the Freedom of Information Act 2000;
- The document falls outside of our statutory functions.
We can impose conditions on re-use of documents. These conditions will not unnecessarily restrict the way in which a document can be re-used, nor restrict competition.
We can charge for allowing re-use, but we are not allowed to charge more than it costs us to provide the information. We will provide a breakdown of how charges have been calculated.
We cannot discriminate between two applicants who request the same information. Both requests have to be dealt with.
We cannot grant exclusive rights to re-use the information, except where a service in the public interest cannot be provided other than by means of granting exclusive rights. If an applicant is granted exclusive rights, these should be for a relatively short duration so they can be reviewed. This will be agreed with , for example every 3 years, and the details of the exclusivity agreement may have to be published on our website.
If we refuse your request for re-use we must inform you in writing of the reason for refusal.
We must also advise you of your rights of an internal review and of appeal.
Where the refusal is because a third party owns the intellectual property rights for the item in question, we are obliged to tell you who owns the relevant intellectual property rights, where we know that information; or the name of the person from whom we obtained the document.
What you can do if you are not happy with how we handled your request
If you are unhappy with how we have handled your request, you can request a review. To do this you should write within 40 days of being informed of the decision to:
3rd Floor Capital Tower
Cardiff CF10 3AG
Tel: 02920 787100
Fax: 02920 787101
We will aim to respond to your complaint within 20 working days. Again, if we are unable to do this, we will inform during this period and provide a reason and an adjusted expected deadline for response.
What do if still not satisfied
Following receipt of our response, if you are still unhappy, you can contact the Office of Public Sector Information (OPSI) at:
Office of Public Sector Information
OPSI is required to publish details of how it will deal with complaints. In certain circumstances, in relation to complex cases, they may require the complainant to pay a £750 non-refundable fee.
Any appeal to OPSI must be lodged before the end of 28 working days from the date you were advised by us of the outcome of our internal review.
And if I am still not happy?
You can complain to the Advisory Panel on Public Sector Information (APPSI).
Your appeal must:
be in writing
state the nature of the appeal
include a copy of the decisions of OPSI and Consumer Focus
be lodged with AAPPSI before the end of 28 working days from the date you were informed by OPSI of the results of their review
The APPSI may make a charge of £750 to process a complaint.
The APPSI can be contacted at:
Advisory Panel on Public Sector Information
1.35 Admiralty Arch
Tel: 020 7276 5216
Fax: 020 7276 5207