Service Standards

The Agency's service standards are set out in our Customer Charter.  Any complaint about the delivery of an Agency service can be brought to a Director of the Agency.

We will fully investigate the complaint and respond within five working days.  If the person complaining is not satisfied with the response he/she can raise it with the Chief Executive who will reply within seven working days. 

If the individual is still not satisfied he/she can refer the matter to the Ombudsman.  A copy of the Agency’s Customer Complaints Procedure, which includes guidance on raising a complaint is available from the Agency or can be downloaded here.