If you have ever made a complaint you will recognise this scenario. Aware that something has gone wrong and being a good citizen you take the time to alert the authorities. It makes no difference if this is the NHS, ICO or any other acronym you care to think of, they all work the same way.
The conversation you have with the customer service desk is likely to be the most positive part of the experience. They will listen to your story, ask to see your evidence and give you details of what to do next. From here it is all downhill. The person who assesses your evidence will find any reason to close down your case; out of time, not in our remit, no case to answer. All bodies will have acted ‘reasonably’ in the eyes of this particular individual. The supervisor who deals with your review request will agree with this prognosis and so will the CEO, the legal team or the chairman of the board. Each in turn will agree, there is no case to answer.
If you were to meet any of these people in the street. If you were to fall in front of them and require their help, every one of them would pick you up, call for an ambulance and show genuine concern for your welfare. They are not bad people. Yet each in turn delivered an injustice and looked away from the truth.
How do good people do bad things?
In 1960 Lee Harper wrote ‘To kill a mockingbird’ and everything you need to know about socially approved injustice is contained within that book. Tom, the black labourer is accused of raping a white woman and is given a ‘fair’ trial by jury. As the story unfolds it become obvious to everyone in the courtroom that her father beat her up when he found her flirting with a coloured man and in all probability her father had been sexually abusing her for years.
The weakest are always sacrificed.