Explicit help on late response.

1 files changed, 31 insertions, 6 deletions

diff --git a/app/views/help/about.rhtml b/app/views/help/about.rhtml
index 1e738fccc..c54aa2edd 100644
--- a/app/views/help/about.rhtml
+++ b/app/views/help/about.rhtml
@@ -61,23 +61,48 @@ If you like what we're doing, then you can
 <dt id="missing_body">You're missing the public authority that I want to request from! <a href="#missing_body">#</a> </dt>
 
 <dd>
-Please <a href="/help/contact">contact us</a> with the name of the public authority and,
+<p>Please <a href="/help/contact">contact us</a> with the name of the public authority and,
 if you can find it, their contact email address for Freedom of Information requests.
-If you'd like to help add a whole category of public authority to the site, for example all 
+</p>
+<p>If you'd like to help add a whole category of public authority to the site, for example all 
 primary care trusts or all schools, then please
 <a href="http://tinyurl.com/2cep8a">edit this shared spreadsheet</a> (Google account required).
+</p>
 
 </dd>
 
 <dt id="quickly_response">How quickly will I get a response? <a href="#quickly_response">#</a> </dt>
 
-<dd>By law public authorities must respond "promptly", and in any event not later
+<dd>
+<p>By law public authorities must respond "promptly", and in any event not later
 than 20 working days after receiving your request. The date of that hard limit
-is shown on the page for your request. You will be emailed if this date goes by
+is shown on the page for your request. </p>
+
+<p>You will be emailed if this date goes by
 without a response, so you can send the public authority another note to remind
-them that they are breaking the law. <strong>Note:</strong> If you had to
+them that they are breaking the law. </p>
+
+<p><strong>Note:</strong> If you had to
 clarify your request, the clock starts from that date, instead of the date they
-received your initial request.  
+received your initial request.</p>
+</dd>
+
+<dt id="no_response">What if I never get a response?<a href="#no_response">#</a> </dt>
+
+<dd>
+<p>There are several things you can do if you never get a response.</p>
+<ul>
+    <li>Sometimes there has been a genuine problem and the authority never
+    received the request. It is worth telephoning the authority and politely
+    checking that they received the request. It will have reached them by email.
+    </li>
+    <li>If they have not received it, the problem is most likely due to
+    "spam filters". Refer the authority to the measures in the question '<a href="#spam_problems">I can see a request on WhatDoTheyKnow, but we never got it by email!</a>' below. 
+    </li>
+    <li>If you're still having no luck, then you can ask for an internal review,
+    and then complain to the Information Commissioner about the authority.
+    Read our page '<a href="/help/unhappy">Unhappy about the response you got?</a>'.
+</ul>
 </dd>
 
 <dt id="not_satifised">What if I'm not satisfied with the response? <a href="#not_satifised">#</a> </dt>