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 our response you may request a review by the Governance Office. Your request should be sent to the Governance Office, either by email (governanceoffice@parliament.uk) or to the address above, where a member of the Office will conduct an internal review of the complaint.

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

The feedback process is a confidential service. Personal data you supply will be processed for the purpose of managing and responding to your feedback and will be shared with the relevant service provider. It may be shared with third parties if they provide the service concerned.

Personal data will be held securely for 12 months from the completion of the process. Anonymised data about your feedback will be published on the external Parliamentary website as part of our commitment to openness and transparency.