Compliments, Complaints and Comments policy

The House of Commons Service strives to provide you with excellent service. We welcome feedback from all our customers to help us make improvements to the services we provide. If you have an urgent issue which needs to be resolved immediately, please report it directly to the team involved so that we can resolve it as quickly as possible.

How to provide feedback

The easiest way to provide feedback is by using our online feedback form.

You can also email feedback@parliament.uk or write to:

Feedback
Customer Team
House of Commons
London
SW1A 0AA

What will happen to feedback we receive?

Compliments

Where our staff have provided you with excellent service we are keen to hear about it. Any compliments we receive will be passed to the team in question, and where you provide positive feedback about individual members of staff this may be included in our staff recognition scheme. We will acknowledge receipt of your compliment within 1 working day.

Comments

Comments, suggestions or queries about our services will be passed to the relevant team/s for consideration. We will acknowledge receipt of your comments within 1 working day and if you request a response we will send one within 15 working days.

Complaints

In the first instance we would encourage you to contact a member of staff who will welcome the opportunity to put things right for you immediately. We expect the majority of complaints will be resolved this way. Where we are unable to resolve a problem informally, we will offer you the opportunity to make a formal complaint.

Formal complaints about our services will be passed to the manager of the team responsible for the service for consideration. We will acknowledge receipt of your complaint within 1 working day and will provide you with a response within 15 working days. If we cannot send a full reply within 15 working days we will tell you the reason why and let you know when we will be able to reply in full.

If you are dissatisfied with the way we have answered your complaint you may request a review by the Customer Director. When requesting a review, you must give the reasons for your dissatisfaction. If the Customer Director decides your complaint warrants further investigation, a senior House of Commons manager will be appointed to review the original complaint and the response. They will re-examine the facts taking into account the reason(s) why you are dissatisfied. If, on the other hand, the Customer Director considers that there is no further case to answer, you will be informed of the reason for this decision.

Your request for a review should be sent to the Customer Team by email to feedback@parliament.uk

We would expect complaints to cover:

  • the standard of service we provide
  • the behaviour of our staff
  • any action or lack of action by staff affecting an individual or group

Our complaints policy does not cover:

  • statements by and actions of Members of the House of Commons.
  • proceedings of the House of Commons, including Select Committee proceedings.
  • the government, including the work of government departments, statements by ministers, and government policy.
  • political parties, public bodies and other external organisations.
  • the House of Lords.
  • complaints where procedures and remedies are set out in legislation, e.g. Freedom of Information Act, Data Protection Act.
  • matters that have already been fully investigated through this complaints procedure
  • anonymous complaints

Where you are looking to complain about something that is the responsibility of another person or organisation, we will aim to provide you with information about how to pursue your complaint.

How we will treat your information

We respect your right to privacy. The House of Commons Privacy Notice applies to our work.  If you are a member of House of Commons staff or Digital Services staff, the Staff Privacy Notice will also apply. We will collect the following personal data - name, email address, contact details and information you might provide in relation to your feedback.

We consider the purposes for the processing of your personal data to be managing and responding to your feedback and the lawful bases to be as follows:

1. The processing is necessary for Parliamentary functions.

2. The processing is necessary for our legitimate interests –

  • the processing of your personal data is required to provide you with a response to your enquiry where one is required and use your personal feedback to improve our services or provide feedback to the relevant team
  • it is necessary for us to use your personal data to provide you with a response
  • you have provided the feedback voluntarily and with the expectation that it will be used for the purposes outlined above.  Your rights under data protection apply.

The retention period for the collection of this personal data is the period needed to gather, process and respond to your feedback and can vary dependent on the nature of the feedback. Anonymised summaries of the feedback are planned to be published quarterly and the associated personal data will be disposed of once the summary data is published and any issues resolved.