§ Ms HodgeTo ask the Secretary of State for Scotland what policy and procedure 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. [26216]
§ Mr. LangMy Department provides a wide range of services to the public. A single department-wide complaints procedure would not be appropriate. Our complaints procedures are tailored to the particular circumstances of the service provided and the needs of the users. A comprehensive review of our complaints procedures was carried out in 1992. Time limits for dealing with complaints were introduced. They vary from service to service. Most of our complaints procedures provide for complainants to refer their complaint to a more senior level if they are dissatisfied. If the matter is not resolved to the complainant's satisfaction he or she can ask a Member of Parliament to refer the matter to the Parliamentary Commissioner for Administration.