You are viewing an archived web page captured at 00:32:23 Sep 15, 2021, which is part of the National Records of Scotland Web Archive. The information on this web page may be out of date. See all captures of this archived page. Archived web pages you visit here may leave cookies in your browser. These are not owned, controlled, or used by NRS. NRS do use cookies, including Google Analytics, to monitor site usage and performance. These can be managed in your browser settings. Find out more about cookies.
Loading media information

Freedom of Information

The Customer Forum is based at Consumer Focus Scotland’s Glasgow office. We therefore follow the Consumer Focus guidelines with regards to Freedom of Information.

Our policies

Under Section 19 of the Freedom of Information Act 2000, we have a duty to adopt an approved publications scheme. This is intended to help you to identify and obtain information that is routinely published by Consumer Focus. This publication scheme sets out:

  • Types of information that we make routinely available
  • How the information can be accessed
  • Whether or not a charge will be made for it

Printed copies of this publication scheme are available from the Consumer Focus publications team ([email protected]). If you require a large-print, Braille or audiotape version of this publications scheme, please contact us.

Coverage of the publication scheme

Unless otherwise specified in this scheme:

  • The classes of information we commit to publishing under the scheme are published on the Consumer Focus website
  • Printed publications are available directly from Consumer Focus.
  • The information subject to this scheme is available free of charge.
  • There is no commitment to publish information held by Consumer Focus for more than 3 years

Obtaining publications

Where possible we have made Consumer Focus publications available via this web site. If you need a printed publication or a website print-out, please contact the publications team ([email protected] or call 020 779 7929) at the Consumer Focus Head Office.


The copyright in the material listed in this Publication Scheme is owned by Consumer Focus unless otherwise stated. The supply of documents under Freedom of Information does not give the person or organisation who receives them an automatic right to re-use the documents in a way that would infringe copyright, for example, by making multiple copies, publishing and issuing copies to the public.

Brief extracts of the material may be reproduced under the fair dealing provisions of the Copyright, Designs and Patents Act 1988 (sections 29 and 30) for the purposes of research for non-commercial purposes, private study, criticism, review and news reporting.

Details of the arrangements for reusing the material owned by Consumer Focus can be found by contacting the Communications Directorate at the Consumer Focus head office.

Authorisation to re-use copyright material not owned by Consumer Focus should be sought from the copyright holders concerned. If in doubt, users should contact us in the first instance.


Responsibility for developing and maintaining the Publication Scheme is held by the publications team, to whom any comments on the scheme should be forwarded.


If you have any complaints about the availability of publications identified in the Consumer Focus publication scheme or about access to information under the Freedom of Information Act, you should address your complaint to the Finance and Operations Manager. If you remain dissatisfied with the way your complaint has been handled, you have the right to take your complaint to the Information Commissioner.

Information about the Freedom of Information Act is available on the Information Commissioner’s website.

Publications scheme documents include: