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Natural England - Complaints Procedure

Complaints Procedure

Natural England is committed to giving high quality services. Despite this commitment, sometimes things do go wrong. When this happens, we want to know about it, and to put things right where we can.

We also like to hear any suggestions you may have about how our services are provided. We can use these to improve the way we work.

If you have a suggestion, comment, compliment or a complaint, tell us about it by using our on-line Feedback facilityexternal link and help us to help you.

Our complaints procedure:

  • Step 1: Contact the Customer Service Team using the online Feedback facilityexternal link. They will co-ordinate your response.

  • Step 2: If you are not satisfied with our initial reply, please email the Customer Service Team and they will escalate the compliant to the appropriate Team Manager.

  • Step 3: If you are still not satisfied with the outcome, please email the Customer Service Team and they will direct the complaint to the appropriate Director.

If you do not wish to use our on-line Feedback facilityexternal link to register your complaint, you can :

  • email the Customer Service Team or
  • contact the person who provided the service to you, by whatever method is most convenient.

Our commitment to you

We will investigate your complaint thoroughly and fairly.

If we are at fault, we will try to put things right as quickly as possible. If not, we will give you a full explanation.

If we cannot resolve your problem on the spot, we will acknowledge receipt of the complaint within five working days. The acknowledgement will say who is dealing with the complaint and when you can expect a reply.

We will then write and tell you the outcome of our investigation within 20 working days. Difficult complaints sometimes take a little longer to sort out. If so, we will keep you informed of what is happening.

From time to time we will follow up with you to check if the way in which we handled your complaint was appropriate. We appreciate you may not always be happy with the outcome but it is important for us to monitor how our processes are working.

and if you are still not satisfied

If you still feel that Natural England has not resolved the issue satisfactorily, you can ask any Member of Parliament to refer complaints about administrative actions by Natural England to the:

Parliamentary and Health Service Ombudsman
Address: Millbank Tower, Millbank, London SW1P 4QP
Helpline: 0345 015 4033
Fax: 020 7217 4000
E-mail: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.ukexternal link

Customer service

Our promise to you under customer service sets out the minimum level of service you can expect from us.

Our website

The Natural England websiteexternal link provides more information on all our activities. As well as being a source of up to date information about us, the website also provides contact details for all our teams and gives you the opportunity to provide comments and feedbackexternal link about us and our work.

Our Enquiry Service

Our Enquiry Service is the first point of contact for all general enquiries about Natural England and its work.

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