Complaints about our service

Making a complaint about the service we have provided

This section tells you how to complain if you are unhappy about the service you have received.

Our decisions can disappoint those who don't get the outcome they had hoped for. But whatever the outcome of your case, we hope you will be satisfied with the level of service we provide.

We know that, as in any organisation, things can sometimes go wrong. Please tell us if this happens, so that we can put things right and learn from any mistakes. We would like to hear from you if you feel dissatisfied with any aspect of our service, for example, if you think we have treated you unfairly or rudely or caused unreasonable delays.

If you are not happy about the way we are handling a complaint, please first tell the person handling your case so that they can respond to your concerns.

If you are not satisfied with the response you receive, you should write to us or email us at, addressed to the Head of Leadership Office, setting out your concerns. Complaints about the service provided by the OIA must normally be made within two months of the date on which we told you that our process has been completed or your file has been closed for any other reason.

The Head of Leadership Office will consider concerns about the service provided by the OIA, for example how we have communicated with you or any delay in our process. The Head of Leadership Office may also at his/her discretion refer your complaint to the Chief Executive. The Head of Leadership Office and the Chief Executive have no involvement in our reviews or our decisions and will only consider issues of service quality. Issues relating to the merits of your case, for example what information was considered pertinent to the outcome of your complaint, or the approach taken to the review, will not be considered under the service complaints procedure.

When we have considered your service complaint, we will write to you with our response. Where we find that things have gone wrong, we will tell you what we have done to put them right. In exceptional circumstances, at the discretion of the Chief Executive, a service complaint may be referred to the Chair of the Board of Directors.