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How we will respond to your enquiry

We aim to respond to all correspondence we receive in a prompt and timely fashion.   How we do so may differ, depending on the nature of the enquiry.

General enquiries

For general enquiries  received by phone, email or social media and which require a response from us, we will aim to do so within 20 working days of receipt. However, in some cases where information is required from external bodies, a longer timeframe may be required. We will endeavour to keep you informed of the progress of your enquiry should it become necessary to go beyond the 20 working days.

Freedom of Information

For Freedom of Information requests, legislation requires us to provide a response within 20 working days, starting from the first working day after the request is received.

We may require further clarification of exactly what you require, in which case you will be contacted as soon as possible.

Where we do not hold the information we will inform you and, if known, advise you who may hold the information as soon as possible.

The 20 working days start again when the request is received by the organisation we have transferred the request to. Wherever possible we provide the information free of charge, however where large volumes of information are requested and it requires a significant resource to respond then a charge may be made.

Subject Access Requests

Where the OPCC is the data controller for your personal information, you can apply for access to this data using a process called a Subject Access Request.

The information will be provided within one calendar month of receipt of your request, unless your request is complex or you send a large number of requests, in which case the OPCC may need more time to provide the information. You will be informed of this and provided with an explanation, along with anticipated timescales.

There is specific additional information we require prior to processing a Subject Access Request.  Please read our Personal Data page for more information.

Complaints and complaints reviews

Please see our Making a Complaints section for more details of who to contact when making a complaint and more information about requesting a complaint review.

Media enquiries

We aim to respond to media enquiries in a timely fashion, generally on the same day of receipt for urgent enquiries.  The media office is open from 8am to 4pm Monday to Friday and enquiries received outside of this timeframe will be dealt with on the next available working day.  We will always endeavour to meet the deadlines for media outlets but this may not always be possible, particularly where short notice is given. Where a response will require a longer timeframe to respond to, we will be clear about this.

 

Operational policing enquiries

The Office of the Police and Crime Commissioner is not involved in operational policing matters and cannot take reports of crime, anti-social behaviour or other incidents on behalf of the police. If you wish to report a crime or incident use the 101 number or the ‘Report’ facility on the Warwickshire Police website. Alternatively, you can contact your police Safer Neighbourhood Team if you wish to discuss issues in your local area.  In emergencies, dial 999.

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