Our promise
The Department is committed to providing a quality service and achieving the highest standards of conduct (and has adopted these commitments as Departmental values). One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers.
Therefore we aim to ensure that:
- making a complaint is as easy as possible;
- we treat a complaint as any clear expression of dissatisfaction with our service which calls for a response;
- we treat it seriously whether it is made in person, by telephone, by letter, by fax, by email, or through our website;
- we deal with it promptly, politely and, where appropriate, informally (for example, by telephone);
- we respond in the right way - for example,with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
- we learn from complaints, use them to improve our service, and publish information on complaints - for example, in our Departmental report.
You can make a complaint by writing, fax, email, telephone, through our website, or in person (by appointment please).
If you are writing or faxing your complaint, please provide your telephone number if a response by telephone would be convenient.
If you are emailing or contacting us through our website, please state if a reply by telephone is acceptable or if a response by email is required. If not, please provide your full postal address.
If you know the part of the Department which is relevant to your complaint, or the name or title of an appropriate member of staff, please make your complaint direct to them.
If you do not have this information please contact the Department's Public Communications Unit who will give you the contact details for the most appropriate person.
Public Communications Unit
Castle View House
East Lane
Runcorn
Cheshire
WA7 2GJ
T: 0870 000 2288
Textphone/Minicom: 18001 0870 000 2288
Fax: 01928 794248