We will:
- meet you, and take you to your meeting
- answer your letters, faxes and emails quickly and clearly
- answer telephone calls promptly, within six rings, and ensure that
enquiries are dealt with courteously and professionally
- provide clear and straightforward information about our services
- do all that we can to make our services available to everyone,
including people with special needs
- listen to comments about our services and ensure that if problems
occur, steps are taken so that they don’t happen again
- treat you respectfully, considerately and fairly.
Complaints about the service we provide
GOSW will provide a speedy response and a full and fair investigation of
your complaint, respecting your right to confidentiality.
A formal complaint about the service we provide might include the
following:
- Attitude and conduct of GOSW staff
- Quality of service
- Delays in receiving information or a response from us
- Failure to observe Open Government and Freedom of information Act
principles
- A complaint can be made in writing, by telephone or personally. It
should be addressed to the person with whom you have been dealing.
We will deal with your complaint promptly and, if upheld, we will
apologise, explain what went wrong and how we will prevent it from
happening again. You can expect a reply from us within 20 working days
of receiving your complaint in GOSW.
If you are not satisfied with our explanation you can write to our Customer
Service Manager or to our Regional Director. These procedures do not affect
your right to ask your Member of Parliament to refer your complaint to the
Parliamentary Ombudsman (officially known as the Parliamentary Commissioner
for Administration). We will respect your confidentiality at all
times.
Our Standards of service and complaints procedures are explained in our
leaflet entitled 'The Service We Give You'. You can obtain a copy by
contacting our Customer Services Managers or by downloading a copy of the
document using the link below.
If you have any comments about the services we provide, please contact our
Customer Services Manager, by phone, fax or email, or by writing to the
address shown below. We are constantly reviewing the standard of our
service and welcome feedback from our customers.
