We value feedback from members of the public about our:
We are committed to learning from complaints and improving what we do.
Stages for handling complaints
We have 2 stages for dealing with complaints. Most complaints are resolved at stage 1.
Stage 1 is for complaints that can be resolved quickly by staff in the area concerned. These complaints can be resolved on the spot or within 5 working days.
Stage 2 is for complaints that need to be investigated by senior staff. This might be because:
- the complainant is not satisfied with the response to their complaint at stage 1
- the issue is immediately identified as very serious or complex
We issue our decision on stage 2 complaints within 20 working days.
We aim to respond to all complaints within the specified deadlines.
We report on complaints 4 times a year (once every 3 months) to the Parliament’s senior management. The reports have:
- information about the number and type of complaints and the number answered on time
- information on actions taken in response to complaints
Here are the most recent reports:
We also publish a summary for the last reporting year (April to March).
Complaints handling procedure
You can read more about how we deal with complaints in our Complaints Handling Procedure.