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Public Enquiry Point Complaints Procedure

The Public Enquiry Point aims to provide an efficient service. We can be contacted as follows:

By Telephone
0845 300 4100 (UK only)
+44 1355 84 3132 (from outside the UK)
By Email: enquiry@dfid.gov.uk

By Post
Public Enquiry Point
Department for International Development Abercrombie House
Eaglesham Road
East Kilbride
Glasgow G75 8EA

Our telephone line is open 10am-4pm (GMT/BST) Monday-Friday, excluding Public Holidays. Outwith 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 20 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 time-scale.

How to complain

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:

  • a clear name, address and telephone number
  • a clear description of your complaint, including any relevant details such as names of DFID staff, dates, etc.

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.

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What to do if you are still not satisfied

 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 Knowledge and Information Management at:

DFID
1 Palace Street
London SW1E 5HE

If you remain dissatisfied with the handling of your complaint, you should contact the Head of Information and Community Partnerships Department at:

DFID
Abercrombie House
Eaglesham Road
East Kilbride
Glasgow G75 8EA

Refer to the Ombudsman:

If you remain dissatisfied, you should contact your MP and ask for your complaint to be referred to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Complaints Helpline : 0845 015 4033
Website: external linkwww.ombudsman.org.uk

You can find your MP on the website: external linkwww.upmystreet.com/commons/l/ and write to him/her at:

House of Commons
Westminster
London SW1A 0AA