Natural England

Our service standards
How to comment or complain

How to comment or complain
- Introduction
- Our service standards

Introduction

English Nature is committed to giving a high quality service. Despite this commitment sometimes things will go wrong. When this happens we want to know about it, and to put things right where we can.

We also like to hear any suggestions you may have about how our services are provided. We can use these to improve the way we work.

If you have a suggestion or a complaint, tell us about it and help us to help you.

Our complaints procedure

Step 1		Contact the person who provided the service. We hope to sort out most problems on the spot. If you are not sure who to contact, speak to our Enquiry Service (contact details below) and they will give you the information you need.

Step 2		If you are not satisfied with our initial reply, put your complaint in writing. Address it to the Team Manager of the service concerned. The Team Manager will investigate the issue thoroughly and will reply to you within 20 days.

Step 3		If you are still not satisfied with the outcome, contact the appropriate General Manager whose name and address will be given at Step 2.

Our promise to you

		We will investigate your complaint thoroughly and fairly

		We will acknowledge receipt of the complaint within five working days. The acknowledgement will say who is dealing with the complaint and when you can expect a reply

		We will write and tell you the outcome of our investigation within 20 working days. Difficult complaints sometimes take a little longer to sort out. If so, we will keep you up to date with what is happening

		If we are at fault we will try to put things right as quickly as possible. In any case we will give you a full explanation

And if you are still not satisfied
If you feel that English Nature has still not resolved the issue satisfactorily, you can ask any Member of Parliament to refer complaints about administrative actions by English Nature to the :
Ombudsman (the Parliamentary Commissioner for Administration)
Millbank Tower Millbank London SW1P 4QP Helpline: 0845 0154033 Fax: 020 7217 4160 URL : www.ombudsman.org.uk E-mail : [email protected]