§ Ms HodgeTo ask the President of the Board of Trade 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. [26215]
§ Mr. Ian TaylorAll DTI executive agencies and management units which have significant contact with members of the public and businesses have published charter standard statements which underpin their service delivery. Charter standard statements, which include details of the complaints procedures in place and the steps which should be taken in pursing a complaint, have been produced by the following:
- Companies House
- The Insolvency Service
- Patent Office
- Radiocommunications Agency
- Overseas Trade Services
In addition, certain DTI agencies and management units are signatories to the code for enforcement agencies which brings together both deregulation and citizen's charter principles. Under the code the following have established complaints procedures in line with the charter.
- Engineering Inspectorate
- Export Control Organisation
- Gas Examiners, Gas Meter Examiners
- National Weights and Measures Laboratory
Details of the complaints procedures contained in the document have been placed in the Library of the House.