Department
of Trade and Industry Complaints Procedure
We are committed to providing a high quality, accessible and responsive
service to businesses and the community. However, if you believe that
things have gone wrong, please send us your complaints and comments. We
will take them seriously. We give all our staff guidance on how to deal
with complaints, in line with Service First - the new charter programme
and the Code of Practice on Access to Government Information. If you have
a complaint to make on the way we have provided a service or carried out a
policy, we have the following procedures to help you. If you have a
complaint about a particular Government policy which we are responsible
for, you should write to the minister concerned, or to your local MP.
Local complaints procedures
The following DTI Executive Agencies and Management Units are among the
main providers of our services to the public and businesses. They all have
their own complaints procedures.
If you have a complaint or comment about the way in which these DTI
organisations have provided services, you should contact them direct. Our
Enquiry Unit can give you an address and phone number if you need them
(see our Enquiry Unit’s details below).The government offices for the 10
English regions manage programmes for us, as well as for the Department of
Environment, Transport and the Regions and the Department for Education
and Employment. Each government office has a complaints procedure which
they will send you if you ask for a copy. Again, our Enquiry Unit can give
you contact details.
Complaints about other parts of the DTI
Other parts of the DTI also deal with members of the public and
businesses on a wide variety of issues (for example, to provide advice on
government policy in particular areas, to consult on issues or to consider
representations). We aim to carry out these functions as efficiently and
effectively as possible. However if you want to make a complaint, please
follow the procedure set out below.
How to make your complaint
You can make your complaint, which we will deal with confidentially, in
writing, by phone, fax or e-mail. You should send e-mails to our Enquiry
Unit.
If you have details of the person your complaint should be addressed
to, please contact them to give them the opportunity to sort things out
with you.
If you do not have this information, please get in touch with our
Enquiry Unit, which will give you the contact details for the most
appropriate person. Or, our Enquiry Unit, can pass your complaints and
comments to the most appropriate person.
To help our Enquiry Unit process your complaints please provide the
following information.
- The part of the DTI which is relevant to your complaint, and a
contact name (if you know this).
- Information on whether it is an original complaint or a follow-up to
a reply you were not satisfied with.
- A clear description of the complaint and what you would like us to
do to sort things out.
- Your full postal address, phone number and fax number (and e-mail
address if you have one).
What happens next?
We will investigate and provide a full explanation within 15 working
days of receiving your complaint. If this is not possible we will explain
why and give you a date by which you can expect a full reply.
If you are not satisfied with our reply
If you are not satisfied with the reply to your complaint, you should
write to the line manager of the person you sent your complaint to. You
can get details of the relevant line manager from the person you
originally dealt with, or by phoning our Enquiry Unit.
If you are still not satisfied
If you are still not satisfied, you should write to the head of the
relevant management unit , and ask them to review the matter. Again, you
can get details from the people who have been dealing with your complaint,
or from our Enquiry Unit.
Ombudsmen
If you have gone through our complaints procedure and you are still not
satisfied, you have the right to refer the matter to the Parliamentary
Commissioner for Administration (the Ombudsman). You have to make
complaints to the Ombudsman through an MP. Your local Citizens’ Advice
Bureau can give you the address of your MP.You can get more advice from
the Ombudsman’s office at the following address:
Parliamentary Commissioner for Administration,
Millbank Tower,
Millbank,
London SW1P 3BW
Phone: 020 7217 4163
Fax: 020 7217 4160
Users’ views
One of the ways in which we can continue to improve our services is by
listening and responding to your views. We would also welcome any comments
or suggestions you have on our complaints procedure, to make sure it works
as efficiently and effectively as possible. Please send these to our DTI
Enquiry Unit.
This document is available on our website in Both English and Welsh.
Please ask us if you would like a copy of this document in large print.
You can contact our Enquiry Unit at:
DTI
1 Victoria Street
London
SW1H 0ET
Phone: 020 7215 5000
E-mail:dti.enquiries@imsv.dti.gov.uk
Fax: 020 7215 0105
Textphone: 020 7215 6740
DTI Website: http://www.dti.gov.uk
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