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 email@example.com or write to:
House of Commons
What will happen to feedback we receive?
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, 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.
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 firstname.lastname@example.org
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.