4.1 Intake archives

Intake will, wherever possible, scan all hard copy material. The scanned documents will be attached to the ECHO record.

Hard copy material will be retained in the archives for 3 months (12 weeks) before being destroyed.

Original documents, for example passports or birth certificates, will be immediately returned to the complainant, as will any document the complainant has asked to be immediately returned.

4.2 Assessment and Investigation complaints

Any papers should be returned or destroyed no later than the date when the decision on the case is taken – the primary record of the case is the ECHO record.

In very exceptional cases there may be material that could not be stored in ECHO but which forms part of the primary record. In such cases it may be kept in K:\casework with a note saying why (for large computer files e.g. films), or separately and securely in a locked cupboard (e.g. for CDs). In all cases details should be included in Notes & Analysis. These records should be returned when the decision is taken, or destroyed after 12 months. 5. Exceptions to the 12-month retention period

In exceptional cases, all or part of the file will be retained for a longer period because:

• it is relevant to a more recent complaint from the same complainant – only the Customer Services Manager and above can designate an ‘exception’ in such cases
• the remedy has been delayed
• it is subject to legal action
• the file needs to be retained for an ongoing FOI/DPA/EIR internal appeal or complaint with the Information Commissioner’s office, or
• we need to keep it linked to the Infected Blood Inquiry