Case Reception
A team that demands further investigation
Put simply, it is up to us to assess the thousands of written complaints and enquiries the ICO receives each year to determine whether they are eligible, can be resolved at first contact or need more time consuming investigation.
We assess each complaint against a range of criteria, closing any cases we deem to be ineligible. Where possible we use our expertise and complaint handling skills to resolve as many eligible cases as possible straight away.
If we decide that a complaint needs to be looked into in more detail, but we are unable to resolve it, we obtain any missing information that might be important to the investigation and allocate the case to the relevant sector specialist casework team or department.
Don’t worry, you don’t need any knowledge of the legislation we regulate to join any of our Case Reception Teams. More important is that you will combine good judgement with a keen attention to detail and the ability to assess the merits of a case against set criteria and progress as many as possible to a satisfactory early resolution.
Key facts:
- We have five Case Reception Teams within the unit.
- We receive around 700 letters and emails each week raising enquiries or complaints.
- Over 70% of all complaints and enquiries sent to the ICO are resolved by us.
Roles in Case Reception
We have five Casework Managers and twenty five Case Officers in the team at our Wilmslow Head Office.
Our people were involved in every aspect of this high profile case study of The Consulting Association.
