§ Ms HodgeTo ask the Secretary of State for Wales 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. [26213]
§ Mr. RedwoodThe Welsh Office is committed to handling any complaints promptly and fairly. Specific procedures for dealing with complaints under the code of access to Government information were set up, and published, in April 1994. These make clear that a review should normally be conducted by the line manager of the official who dealt with the case. The official considering the complaint must not have been involved in the original decision. A decision on an appeal should be given in writing within 20 working days of receiving the complaint. Complainants are advised that they may ask the Parliamentary Commissioner for Administration, through a Member of Parliament, to investigate their complaint.