- Record your complaint and acknowledge it in writing within three working days
- Investigate it and respond normally within 15 working days, or inform you of progress if it takes longer
- If the complaint is justified you will receive an apology and an expalanation of what we will do to prevent it from happening again
We record all complaints and the results of investigations and use this information, together with any other suggestions, to seek to improve our standards and will publish a report annually as part of our performance review.
How to complain or comment about our service
A formal complaint about the services of the Government Office could include any of the following:
- Attitude of our staff
- Professionalism
- Service Quality in general, including the accuracy or detail of information given, its consistency with stated policy or the use of Plain English,
Lack of response or undue delay in dealing with requests for information, etc
- Failure to observe Open Government principles
Formal complaints may be made orally or in writing. Written complaints should be addressed to:
Trudi Elliott, Regional Director
Government Office for the West Midlands
5 St Philip's Place
Colmore Row
Birmingham
B3 2PW
Follow up action
In line with Open Government procedures, the Regional Director will ask a senior member of staff to investigate your complaint and report on the outcome.
An oral complaint should be made to the member of staff are dealing with.
If the complaint is about that member of staff or if you prefer not to deal with a particular individual, the complaint should be made in writing to the Regional Director.
Where a complaint is justified, you will be given an apology from or on behalf of the Regional Director with any necessary explanation of why the error occurred and of the steps we are taking to prevent a recurrence.
If a complaint is not justified, you will be given an explanation of why we have reached that conclusion.
