Complaints policy and procedure


Which countries is it relevant to?

    • Great Britain

First published: 03 Jul 2015

Publication cover: Complaints policy and procedure

This document explains the Commission's policy and procedure for handling complaints.

A complaint is an expression of dissatisfaction, whether justified or not.

Our policy covers complaints about:

  • the standard of service you should expect from us
  • the behaviour of our staff in delivering that service
  • any action, or lack of action, by our staff or others engaged on Commission business

Our complaints policy does not cover:

  • comments about our policies or policy decisions
  • dissatisfaction or complaints expressed with our policies or decisions about individual cases, funding, or requests for legal advice and assistance
  • matters that have already been fully investigated through this complaints procedure
  • anonymous complaints

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