Developing our Service Charter

Our Service Charter is a set of quality standards which explain what people can expect from us when they ask us to look into a complaint.

We talked to people who have used our service and to the organisations we investigate and work with, to find out what matters to them. This helped us develop our Service Charter.

Read the report on this consultation and engagement activity, and our response:

You can download the Service Charter to find out more. We have also published detailed guidance about what happens at each step in our complaints process. See how we deal with complaints.

We will begin publishing information regularly on our website about our performance, in line with the commitments in our Charter, from the end of 2016. We will also report to Parliament on this.