We will provide a speedy response and a full and fair investigation of your complaint, respecting your right to confidentiality.
A complaint about the service we provide might include the following:
- attitude and conduct of Government Office staff
- quality of service
- maladministration e.g. failing to follow the right procedures
- delays in receiving information or a response from us
The Government Office for the East of England has a three-stage complaint process to ensure that, if you are not happy with the initial response we give you, you can ask more senior staff to consider the issue again.
Stage 1: You should first take up your complaint directly and informally with the person with whom you have been in contact. You can express your dissatisfaction by letter, fax, email or telephone. You can expect a reply from us within five working days.
Stage 2: If you are not satisfied with the response you should then write to your first contact's immediate line manager setting out your complaint clearly and in detail. Our target for replying to such formal complaints is 20 working days from the date of receipt.
Stage 3: If you are still not satisfied with our explanation, you can write to one of our Customer Service Managers or to our Regional Director. You will receive a full response within a further ten working days.
These procedures do not affect your right to ask your MP to refer your complaint to the Parliamentary Ombudsman (officially known as the Parliamentary Commissioner for Administration). We will respect your confidentiality at all times.
Please note that this procedure relates to complaints about the services we provide, and not about Government policy, the content of legislation or contractual issues. However, when your complaint does not involve the Government Office for the East of England, or is a matter outside our control, we will do our best to advise you how to pursue it.
