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Complaints procedure

We want to provide an excellent service. One of the ways in which we can improve our service is by listening and responding to your views.

We aim to resolve complaints quickly and informally. However, we can only consider complaints that relate to matters of administration, and cannot consider complaints relating to policy decisions.

How to complain

Complaints can be made either by telephone, or by writing to Corporate Governance at the TDA, Piccadilly Gate, Store Street, Manchester, M1 2WD or via e-mail to complaints@tda.gov.uk

All complaints are handled in line with our complaints procedure.

What happens next?

A complaint can pass through four internal stages:

  1. The initial complaint
  2. Referral for review by the appropriate Director if the complainant is not satisfied with the initial response
  3. A further review by the appropriate Executive Director if the complainant remains dissatisfied
  4. A final internal review by the Chief Executive if the complainant is dissatisfied with the Executive Director’s decision.

At the conclusion of the internal procedure the complaint can be reconsidered by the external reviewer. There is no time limit on how long the external reviewer can take to assess a case and their decision is final with no further stages of appeal or review.

Complaint period

We will only review complaints received within a 12-month period of the date of the original incident. Exceptionally, complaints may be accepted after this time if the complainant can show a valid reason for the delay in submitting the complaint.

Reporting

All complaints are logged by the head of Corporate Governance and their results are recorded. An summary report on complaints received, and how they have been dealt with, is included in our annual report.

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