From: WMP Force Information Management Lead
Sent: 16 July 2025 15:01
To: PSD Complaints PS_COMPLAINTS@westmidlands.police.uk
Cc: [subject]
Subject: [subject] complaint to WMP
Good afternoon PSD,
CC: [subject], the complainant.
I have had a telephone conversation with [the subject] today in which he expressed deep dissatisfaction with the way West Midlands Police have handled his recent complaint.
After the call, I can understand [the subject’s] frustrations so in order for there to be a proper resolution, I have broken down the complaint into two areas:
- Poor service from the information management team
a. Incorrect use of legislation
b. Accusations he is forcing people to make subject access requests - Dissatisfaction with the approach the organisation take to requests from companies like his [company] when they are trying to obtain data from the police force in relation to insurance claims they are handling
To address point 1:
I have today formally apologised to [the subject] for the poor service he has had from IM. The delays in communicating with him were unacceptable, and beyond that, a member of staff who emailed [the company] accusing them of enforced SARs did so without just cause. Not only that, but they quoted the wrong legislation, adding further confusion to an already emotive interaction.
I have provided feedback to this member of staff that in no uncertain terms should this repeat again, and have educated them on the correct part of the legislation to use – as long as it is the appropriate time to do so.
To address point 2:
This is the part of [the subject’s] complaint that it is right to say will have to be escalated to the ICO. I emailed them some months ago (as sent to [the subject] via email upon his request) and he informed me today the case has now been allocated to a handler within the ICO – so I am hopefully we will have guidance from the ICO which will help both our organisation and [the company].
I trust this is useful – please can you add this to [the subject’s] complaint and again, [the subject], I do sincerely apologise for the poor service you have had from Information Management.
Kind regards
[redacted]
Force Information Management Lead
Data Protection Officer | Freedom of Information Unit Manager
Information Management
West Midlands Police