We will:
- meet you, and take you to your meeting
- answer your letters, faxes and emails quickly and clearly
- answer telephone calls promptly, within six rings, and ensure that enquiries are dealt with courteously and professionally
- provide clear and straightforward information about our services
- do all that we can to make our services available to everyone, including people with special needs
- listen to comments about our services and ensure that if problems occur, steps are taken so that they don’t happen again
- treat you respectfully, considerately and fairly.
Complaints about the service we provide
GOSW will provide a speedy response and a full and fair investigation of your complaint, respecting your right to confidentiality.
A formal complaint about the service we provide might include the following:
- Attitude and conduct of GOSW staff
- Quality of service
- Delays in receiving information or a response from us
- Failure to observe Open Government and Freedom of information Act principles
- A complaint can be made in writing, by telephone or personally. It should be addressed to the person with whom you have been dealing.
We will deal with your complaint promptly and, if upheld, we will apologise, explain what went wrong and how we will prevent it from happening again. You can expect a reply from us within 15 working days of receiving your complaint in GOSW.
If you are not satisfied with our explanation you can write to our Customer Service Manager or to our Regional Director. These procedures do not affect your right to ask your Member of Parliament to refer your complaint to the Parliamentary Ombudsman (officially known as the Parliamentary Commissioner for Administration). We will respect your confidentiality at all times.
Our Standards of service are explained in our leaflet 'The Service we give you', You can obtain a copy by contacting our Customer Services Managers or by downloading a copy of the document using the link below.
If you have any comments about the services we provide, please contact our Customer Services Manager, by phone, fax or email, or by writing to the address shown below. We are constantly reviewing the standard of our service and welcome feedback from our customers.
