In this section
- How to appeal
- Appeal process
- What to expect
- Enquiry form
- Leave to appeal to a Commissioner
- Claiming expenses
In this section
What to expect
We want to provide you with the best service possible so we have implemented various customer standards that we will always strive to achieve. We also explain what you should do if you feel that we have not met those standards. It is really important that you tell us how we are performing, and let us know when we are not getting it right.
Special payments and other help
We may be able to give you a special payment if we agree that you have suffered financially because we have:
- made a serious mistake in dealing with your case; or
- caused the hearing of your appeal to be unreasonably delayed.
In rare circumstances we may make a special payment to apologise for the way we treated you, if you have suffered:
- inconvenience as a result of repeated mistakes;
- embarrassment or humiliation; or
- severe distress or harm to your health.
We may be able to make a special payment to apologise for the way we have treated you.
We will consider a special payment, where appropriate, as part of your complaint. However, if you think it applies to you, please contact the office dealing with your complaint explaining why you are requesting a special payment.
There is no legal right to a special payment but we will consider your circumstances in line with our guidance.
Other help
If you want someone to help you make a complaint you could contact:
- a local organisation like the Citizens Advice Bureau; or
- your Member of Parliament.
Your Member of Parliament may also be able to ask the Parliamentary Ombudsman to look at your complaint. There is more information in the leaflet 'Problems with a government department? How we can help', you can get this leaflet from:
Office of the Parliamentary Commissioner for AdministrationMillbank Tower
Millbank
London
SW1P 4QP
Helpline 0345 015 4033
