How to Complain to the Information Commissioner if Google Refuses to Remove Search Results

If Google has declined to remove search results about you, after you have made a valid Right to be Forgotten request — for example about links that are outdated, misleading, or impact your privacy — you can escalate the matter by complaining to the UK Information Commissioner’s Office (ICO).

This guide explains how to complain to the Information Commissioner step by step.

1. Attempt to Resolve the Issue Directly with Google. Start by contacting Google through its legal request forms or by emailing [email protected].
Explain clearly why the search result should be removed. The most common reasons include:

• The information is factually inaccurate.
• It is outdated or no longer relevant.
• It violates your privacy rights or data protection laws.
• It could cause harm or distress.

Make sure to keep a record of your communication with Google, including dates, copies of emails, and any responses you receive. This documentation will be essential if you later need to escalate the matter.

2. Collect and Organise Evidence. If Google refuses your request or does not respond adequately, gather all relevant evidence to support your position. This should include:

• The exact URLs of the search results you want to be removed.
• Screenshots of the content.
• Copies of your communications with Google.
• Any additional documents showing why the data is incorrect, irrelevant, or infringes on your privacy.

Having clear, well-organised evidence strengthens your complaint and assists the ICO in assessing your case.

3. Understand the ICO’s criteria for delisting. Before submitting a complaint, it is important to understand how the ICO evaluates whether search results should be delisted. The ICO considers factors such as:

• Whether the information relates to your private life or professional activities.
• If it involves sensitive personal data (such as health, sexuality, or religious beliefs).
• Whether it is outdated, misleading, or could expose you to harm or distress.
• Whether you are a public figure or the content was originally published with your consent.
• The balance between privacy rights and the public’s right to information, particularly for journalistic or public-interest content.

You can review the full official ICO criteria here:
ICO’s Search Result Delisting Guidance

4. Submit a Complaint to the ICO. If you believe the search results continue to breach your data protection rights, you can file a complaint with the ICO. To do this:

• Visit the ICO’s online complaints portal for data protection matters.
• Provide your contact details and describe the issue clearly.
• Include the URLs in question and all evidence of your attempts to resolve the matter with Google.
• Explain why you believe the content infringes your rights under data protection laws.

It is crucial to act within time limits. Under ICO procedures, you must submit your complaint within three months of your last correspondence with Google.

5. What the ICO Can Do. The ICO will examine whether Google has violated data protection laws. They have the authority to:

• Issue information notices requiring Google to provide details.
• Issue enforcement notices compelling Google to take specific actions, such as removing search results.
• Impose monetary penalties on Google for serious breaches.

However, the ICO does not award compensation to individuals and does not act as your personal legal representative.
Even if the ICO requires Google to delist the search results, the original content usually remains accessible through direct links or non-name-based searches.

When You Should Consider Legal Advice. If your case is complex or if the ICO decides not to take further action, you may wish to seek advice from a data protection solicitor. Alternatively, you can engage a specialist firm such as Internet Erasure Ltd to manage the process or to request a formal case review.

Important Considerations on Freedom of Expression. The ICO places significant weight on freedom of expression and the public’s right to information. This means that search results tied to legitimate journalism, public interest reporting, or concerning public figures may be harder to delist. However, genuinely private or sensitive information still carries strong protection under data protection laws.