§ Ms HodgeTo ask the Secretary of State for the Environment what policy and procedures exists for dealing which complaints against his Department by members of the public; when the policy was last updated; what time limit and target for dealing which such complaints his Department has; and what follow-up procedure exists where complainants are not satisfied with his Department's response to a complaint. [26222]
§ Sir Paul BeresfordThe Department's complaints handling procedures were revised in April 1994. A departmental service commitment explains what steps are open to members of the public to wish to make a complaint. These steps include the opportunity to refer a complaint to the departmental complaints unit.
The Department's target for responding to letters of complaint is, as for all letters from the public, that a reply should be sent within 15 working days of the letter being received.
Any member of the public who is dissatisfied with the way the Department has dealt with their complaint may ask a Member of Parliament to submit their complaint to the Parliamentary Commissioner for Administration for investigation and review.