- The quality of the service provided
- The conduct of staff
- Delay in receiving information, or not receiving any information at all
- Failure to observe Open Government principles.
We will thoroughly investigate all complaints and where we have made a mistake, we will try to put it right. You will be told of our conclusions, which will be used to improve our services.
If you wish to make a complaint, you should do so directly to the person with whom you have been dealing, either at the time, or by writing or telephoning later on (if contacting us later, it would be helpful if you could give us your name, organisation, address, telephone number, details of the problem or enquiry, and when you first became dissatisfied). Confidentiality will be observed where requested.
You should receive a reply to your complaint within 5 working days. If you are unsatisfied with your answer, you should write to the Line Manager of the member of staff involved. You should receive an answer within 20 working days.
If you remain unsatisfied with the second reply, you can write to the Director, also at Riverwalk House. You should receive an answer within 10 working days.
If you feel that your complaint has not been fully resolved, you can write to your local MP.
If you are still not satisfied with the way your complaint has been handled, you may ask your MP to refer it to the parliamentary ombudsman (officially known as the Parliamentary Commissioner for Administration).
We would also like to hear when you consider that we have done something particularly well. We welcome any comments and suggestions which might help us improve our services.
