Home > Make a complaint > Parliamentary > How we will deal with your complaint
We always look for the best way to solve each individual complaint and get a satisfactory result.
Once your complaint is sent to us by an MP we will look at it, and any supporting material, to see whether the complaint is one we can help with.
We will let you and the MP know what action we decide to take. If we need more information to decide whether we can pursue your complaint we will get in touch with you.
We will let you know we have received your complaint within two working days. Shortly after this you will receive a letter explaining how we will handle your complaint. We may also contact you to discuss the details of your complaint and what you would like us to do to make things right.
We may be able to achieve a satisfactory result for you using only the evidence you have provided or by telephoning the organisation involved. If this is not possible, we may need to carry out an in-depth investigation. This usually means writing to the organisation to get the information we need and interviewing some of the people involved in the complaint, including you.
We will let you and the MP know what is planned and provide regular updates on our progress with your complaint. At the end of our investigation we will send you and the MP a letter or report explaining our final decision.
If you are unhappy with our service at any stage in the process please let us know.
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