§ Ms HodgeTo ask the Secretary of State for Defence what policy and procedures exists for dealing with complaints against his Department by members of the public; when the policy was last updated; 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. [26225]
§ Mr. FreemanThere is no single point of contact in my Department which deals with complaints from members of the public. Complaints against my 147W Department are referred in the first instance to the appropriate secretariat for answer. As with all correspondence, my official are required to deal with the matter within 20 days. Although complex cases may take longer, in all instances an initial response should be sent out in 20 days. Any dissatisfied complainant may, of course, refer the matter to their Member of Parliament.