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What happens next?
We will reply within 15 working days from when we receive your complaint. If it is not possible to give you a full reply within this time, for example, if your complaint requires more detailed investigation, we will give you an interim response telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.
The full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be the appropriate senior Departmental official (a Divisional Manager).
If you are still not satisfied following the second response, you can ask for your complaint to be referred to David Bell, the Department's Permanent Secretary.
You can also ask your MP to request the independent Parliamentary Commissioner for Administration (the Ombudsman) to review your complaint and how it has been handled.
(If the Ombudsman is satisfied that your complaint has been dealt with fairly, he will close your case and, normally we will not respond to further approaches about the matter.)
