§ Ms HodgeTo ask the Secretary of State for National Heritage what policy and procedures exist for dealing with complaints against his Department by members of the public; when his Department last updated its policy; what time limit and target for dealing with such complaints his Department has; and what follow-up procedure exists where complainants are not satisfied with his Department's response to a complaint. [26212]
§ Mr. DorrellAny complaint against my Department will be dealt with as promptly as possible. However, we do not have a formal DNH complaints procedure.
The two executive agencies and the sponsored bodies for which I am responsible are involved more directly in providing services to the public. Both agencies have visitors charters which set out full complaints procedures. In addition, the 23 sponsored bodies having the greatest direct dealings with the public have been asked to draw up charter standard statements. The majority of these have now been published and all set out formal complaints procedures.
Any member of the public who is dissatisfied with how a complaint has been dealt with by either DNH, its two 202W agencies or those of its sponsored bodies which come under the jurisdiction of the Parliamentary Commissioner for Administration, may ask a Member of Parliament to submit their complaint to the PCA for investigation and review.