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Privacy Policy

Your privacy

The Customer Forum 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.

You can access our website without first signing in using a unique personal username and password. However, we do ask for your name and email address if you decide to provide us with feedback in our “Let us know your thoughts” page. To comply with the Data Protection Act 1998, we have a duty to tell you how we store the information we collect and how it is used.

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.

Our email system is administered by Consumer Focus who 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 the Consumer Focus Information charter (PDF 132KB) for more information.

Our privacy – re-use of public sector information


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.

The Customer Forum 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

The Customer Forum logo and brand

Copying of the names, images and logos identifying the Customer Forum logo and brand is not permitted without prior approval.

Copying of third party logos accessed via this website is not permitted without prior approval from the relevant copyright owner.

How do I make a request to re-use information?

  • Put your request in writing
  • State your name and contact address
  • specify the document which you want to re-use.

Send your request to:

Consumer Futures Wales
3rd Floor Capital Tower
Greyfriars Road
Cardiff CF10 3AG
Tel: 02920 787100
Fax: 02920 787101

Email: [email protected]

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.

Will permission always be granted to re-use documents?

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.

Conditions of re-use

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.

What happens if someone else wants to re-use the same information?

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.

What happens if we refuse?

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:

Consumer Futures Wales
3rd Floor Capital Tower
Greyfriars Road
Cardiff CF10 3AG
Tel: 02920 787100
Fax: 02920 787101

Email: [email protected]

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 to 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
Admiralty Arch
North Side
The Mall

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
The Mall
Tel: 020 7276 5216
Fax: 020 7276 5207