The Public Enquiry Point aims to provide an efficient service. We can be contacted as follows:
By telephone0845 300 4100 (UK only)+44 1355 84 3132 (from outside the UK) By email: enquiry@dfid.gov.uk
By postPublic Enquiry PointDepartment for International DevelopmentAbercrombie HouseEaglesham RoadEast KilbrideGlasgowG75 8EA
Our telephone line is open 10am-4pm (GMT/BST) Monday-Friday, excluding public holidays. Outside these hours, and during public holidays, messages can be left on our answerphone.
We aim to respond to all telephone calls with at least an interim response within two working days. More complex enquiries which have to be referred to colleagues may require longer in order to provide a full response.
Our staff should be courteous and helpful at all times.
DFID's target is to provide a response to enquiries by email and letter within 15 working days.
If we are unable to provide a full response within the above target times, an interim response should be made within the recommended timescale.
If you are unhappy with the standard of service that you have received from the Public Enquiry Point, we would like to hear about it so that we can improve the service we provide. We also welcome any positive feedback about the Department.
If your complaint is made by telephone, we will deal with the matter promptly. More complex complaints are better put in writing and sent to one of the points of contact listed above. In all cases, you should provide:
You should complain in the first instance to the officer who dealt with your initial enquiry. In all cases, we will treat your complaint as a matter of priority and aim to provide a full reply within 20 working days. If we are unable to supply a full response within this time, we will tell you when we expect to be able to do so and keep you informed of progress.
If you consider that we have not dealt with your complaint adequately, you can ask for the complaint to be forwarded to the Head of Openness Unit at:
DFIDAbercrombie HouseEast KilbrideG75 8EA
If you remain dissatisfied with the handling of your complaint, you should contact the Head of Corporate Performance Group Hub at the above address.
If you remain dissatisfied, you should contact your MP and ask for your complaint to be referred to: The Parliamentary and Health Service OmbudsmanMillbank Tower MillbankLondon SW1P 4QP Complaints Helpline : 0345 015 4033Email: phso.enquiries@ombudsman.org.uk
You can write to your MP at:House of CommonsWestminsterLondonSW1A 0AA