This page sets out statistics showing the number of Freedom of Information requests we've received and how we have responded.
Freedom of Information (FOI) requests and response
The Financial Ombudsman Service has been subject to the Freedom of Information Act since November 2011. Our publication scheme provides a guide to the information that's available without the need to make a specific written request and we also publish statistical information about the requests we handle and how we respond.
The following table shows the number of requests we've handled and how we responded. We add information and update the table each quarter.
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Statistics for 2020/2021 |
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Q1 |
Q2 |
Q3 |
Q4 |
2020/21 total |
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Overview |
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Number of FOI requests which were due to be responded to |
88 |
141 | 123 | 103 | 455 |
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Percentage of FOIs responded to on time |
74% | 89% | 89% | 92% | 86% |
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Percentage of FOIs responded to after the deadline |
26% | 11% | 11% | 8% | 14% |
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Percentage of requests which remain outstanding |
0% | 0% | 0% | 0% | 0% |
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How we responded |
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Percentage of requests where the information wasn't held |
8% | 6% | 10% | 10% | 9% |
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Percentage of requests where the information was provided in full |
44% | 37% | 28% | 35% | 36% |
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Percentage of requests where the information was provided in part |
13% | 6% | 19% | 11% | 12% |
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Percentage of requests where the information requested was refused |
35% | 51% | 43% | 45% | 43% |
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Number of times we applied the following exemptions to requests we responded to in part or where the information was refused |
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Section 40(1) – own personal data |
17 | 14 | 32 | 24 | 87 |
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Section 40(2) – personal data of others |
9 | 12 | 6 | 6 | 33 |
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Section 12 – cost exemption |
8 | 16 | 29 | 22 | 75 |
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Other exemptions |
13 | 73 | 8 | 7 | 101 |
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Review |
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Number of internal reviews |
7 | 8 | 6 | 6 | 27 |
Applying exemptions
We aim to be as open and transparent as possible about the work we do, but there are times where it isn’t appropriate for us to share the information we hold in response to a Freedom of Information request. Where this is the case, we may apply an exemption. The Freedom of Information Act contains a number of exemptions that allow organisations to withhold information from a requestor. In some cases it allows organisations to refuse to confirm or deny whether they hold information.
In some circumstances, we will apply an exemption to part of a request or sometimes we may apply an exemption to the whole of a request. Sometimes we apply more than one exemption to a single request. You can read more about exemptions under the Freedom of Information Act on the Information Commissioner's website.
About the exemptions in 2020/21
The most common exemption applied was section 8 and 14 of the Freedom of Information Act 2000. Applying section 8 means a request is not valid, because the requestor didn't give us a valid address to respond to, didn't use their real name or doesn't describe the information requested. Individuals can only ask for information held in a recorded format, not for opinion or commentary. Applying section 14 means the request is considered vexatious or is a repeated request. These exemptions were applied to one individual who made multiple requests and was not using the Act for the purpose it was intended.
The second most common exemption applied over the year was section 40 (1) of the Freedom of Information Act 2000. This means that an individual asked for a copy of their own personal data under the Freedom of Information Act, we did then process their request in line with our data protection obligations.
Statistics from previous years
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2019/2020
Q1
Q2
Q3
Q4
2019/20 total
Overview
Number of FOI requests which were due to be responded to
107
109
122
117
455
Percentage of FOIs responded to on time
65%
72%
57%
82%
69%
Percentage of FOIs responded to after the deadline
35%
28%
43%
18%
31%
Percentage of requests which remain outstanding
0%
0%
0%
0%
0%
How we responded
Percentage of requests where the information wasn't held
7%
5%
4%
3%
5%
Percentage of requests where the information was provided in full
43%
40%
31%
34%
37%
Percentage of requests where the information was provided in part
20%
21%
17%
25%
21%
Percentage of requests where the information requested was refused
30%
34%
48%
38%
37%
Number of times we applied the following exemptions to requests we responded to in part or where the information was refused
Section 40(1) – own personal data
22
18
20
11
71%
Section 8 or 14 – not a valid request or vexatious
3
11
65
23
102
Section 12 – cost exemption
17
20
9
24
70
Other exemptions
49
27
14
28
118
Review
Number of internal reviews
6
4
36
25
71
About the exemptions in 2019/20
We always try to help as much as we can and be open and transparent about the work we do, but, it isn't always appropriate to share the information we hold to the public at large. Where this is the case we may apply an exemption. Sometimes we may apply an exemption to part of a request or sometimes we may apply an exemption to the whole of the request.
The most common exemption applied overall in 2019/20 was section 8 and 14 of the Freedom of Information Act 2000. Applying section 8 means a request is not valid, because the requestor didn't give us a valid address to respond to, didn't use their real name or doesn't describe the information requested. Individuals can only ask for information held in a recorded format, not for opinion or commentary. Applying section 14 means the request is considered vexatious or is a repeated request. This exemption was applied to one individual who made multiple request and was not using the Act for the purpose it was intended.
The second most common exemption applied over the year was section 40(1) of the Freedom of Information Act 2000. This means that an individual asked for a copy of their own personal data under the Freedom of Information Act 2000 rather than under data protection legislation. Whilst we refuse these requests in full under the Freedom of Information Act, we did then process their request in line with our data protection obligations.