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Complaints procedure

We welcome comments about our performance and service delivery, and regard complaints as an important way of helping us to achieve higher standards.

What is a complaint?

A complaint is a comment about the way we acted in the exercise of our statutory duties. It expresses dissatisfaction with the service and suggests alternative actions or ideas on how we could provide a better service to our stakeholders. For example, a complaint might be made about: a failure or delay in dealing with a matter; bias or unfairness; a discrimination or discourtesy; a failure to follow proper procedures; or a mistake made in carrying out our functions.

This complaint procedure can also be used where a person who has made a request for information under the Freedom of Information Act 2000 is dissatisfied with our response to their request.

Complaints that relate to electoral review draft or final recommendations will be treated as representations on those recommendations and treated in accordance with the electoral review procedure.

How can I make a complaint?

You can make a complaint in writing, by e-mail using the contact details listed below, through our website or by telephone. 

You can also request a complaint form to be sent to you.  You do not have to use the complaint form, but it sets out the information we need in order to investigate your complaint properly.

You will be required to give your name and address; anonymous complaints will be kept on file but they will not be investigated.

You will need to set out the circumstances and the nature of your complaint.

All written complaints (including complaint forms) should be sent to the Business and Committee Services Manager, who will liaise with the Director/Head of Section about which you are making the complaint. The Business and Committee Services Manager will coordinate an investigation into your complaint and will provide a written response, normally within 15 working days. 

Contact details

Sarah Vallotton
Business and Committee Services Manager
The Local Government Boundary Commission for England
Layden House
76-86 Turnmill Street
London EC1M 5LG
Email: sarah.vallotton@lgbce.org.uk

How will we deal with your complaint?

We will try to resolve your complaint immediately. If we are unable to do this, the Business and Committee Services Manager will send you an acknowledgement letter, including a date by which you can expect a full response. We will make every effort to send a detailed reply within 15 working days. If it is not possible to provide a full response in this time, the Business and Committee Services Manager will write to you explaining the reason for the delay, and giving a date by which you can expect to receive a response.

How will complaints be investigated?

STAGE 1:  In the first instance, your complaint will be investigated by the Director/Head of the relevant section, and you will normally receive a response within 15 working days. All complaints will be thoroughly and fairly investigated. If you feel that your complaint should be investigated in confidence, you need to make this clear when making your initial complaint to the Business and Committee Services Manager and give your reasons. In such cases, we will not divulge your name without your prior approval.

What if I am not satisfied with the response?

STAGE 2:  You may ask for your complaint to go to the next stage, which is consideration by the Chief Executive of the Commission.  You will normally receive a response within 20 working days at this stage.

If, after the second stage, you are still dissatisfied with the response, you may ask for the matter to be referred to the Chair of the Commission for a final decision.  You will normally receive a response within 20 working days at this stage.

At each stage, we will try to deal with the complaint and send a detailed response within the timescales set out above. Where this is not possible, you will receive a letter explaining why, and giving a date by which you will receive a detailed reply.

You are also entitled to complain to the Parliamentary Commissioner for Administration, often known as the Parliamentary Ombudsman. However, the Parliamentary Ombudsman can only consider complaints which are referred by a Member of Parliament, so you will need to contact your MP. You should bear in mind that the Ombudsman will normally expect you to have gone through all stages of our complaints procedure first.

The address of the Parliamentary Commissioner for Administration is:

Millbank Tower
Millbank
London SW1P 4QP

The Ombudsman's telephone number is 020 7217 4163 or 0845 015 4033

Information can also be found on the Parliamentary Ombudsman's website.