Complaints

To Provide A Complaints Procedure

If you have a grievance about the support we are offering or the service we are providing, we have established a complaints procedure.

Our mission is to help you win export business and invest overseas. We want to provide all our customers with the highest standards of service in everything we do. If things do go wrong we want to put them right as soon as we can. We have systems designed to do just that, and these are set out below.

Speak to the person handling your case

Usually you will find that if you have a problem it can be resolved quickly by the person dealing with your case – please give them a call, explain what the problem is and what you would like to be done. If you are in doubt about who the case official is please call our helpline on 020 7512 7887 and they will undertake to establish the appropriate contact.

If you are still not satisfied

If that person cannot solve the problem to your satisfaction, you may wish to contact the Head of Division responsible for the case, or our Chief Executive:

The Head of Division with responsibility for the case will seek to resolve your difficulties. We publish an organisation chart, which will help you identify the relevant Head of Division. This is available on our website or you may call our helpline on 020 7512 7887 for a copy.

Our Chief Executive, Patrick Crawford, is keen to ensure that we do all we can to help you. If you wish to discuss any difficulty please write to him at our Head Office or via e-mail at patrick.crawford@ecgd.gsi.gov.uk. Alternatively you can call him on 020 7512 7003.

We will deal promptly with your complaint and ensure that it is fully investigated. We intend to provide a swift and effective remedy when something has gone wrong and tell you what steps are being taken so that the same problem does not occur again. We will investigate and provide a full explanation within ten working days of receiving your complaint, and often much sooner than that. If we cannot give you a full reply within that timescale we will explain why we cannot do so, what we are doing and when you can expect a full reply.

Going beyond ECGD

If you feel that your complaint has not been fully resolved you can write to:

• Our new Minister will be announced shortly.

• Your Member of Parliament at:
  The House of Commons
  London SW1A 0AA

If you are still dissatisfied with the way your complaint has been handled, you can ask your MP to refer it to the Parliamentary Ombudsman.

• You can get more advice from the Ombudsman’s office at the following address:

           Parliamentary Commissioner for Administration
           Millbank Tower
           Millbank
           London
           SW1P 4QP
           Telephone: 0845 015 4033
           Fax: 020 7217 4000
           E-Mail: phso.enquiries@ombudsman.org.uk

Monitoring

We will monitor all complaints as part of our effort to improve our service to you. Whilst all complaints will be dealt with on a confidential basis, we will publish externally what we are doing to bring about improvements as a result of any suggestions or complaints made.

Reporting

To Publicise Our Reports To You

We will publish:

• The allocation of Paris Club receipts within 40 days
• a summary of the results of customer surveys.

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