The Office is committed to delivering quality service in an efficient, effective and timely manner. We aim to provide high quality services to customers as stated in our Customer Charter and to continually improve the standard of the service we provide. The Customer Service Action Plan will support the implementation of service commitments given in our Customer Charter.
As a customer you may be dissatisfied with the quality of service you received from the Office. We recognise that mistakes can be made and delays occur. Our Complaint Procedures are designed to assist you in making a complaint so that we can respond and, where possible, put things right.
Our Customer Service documents have been developed to give effect to this commitment. This is a separate regime from that dealing with complaints regarding breaches of Company Law. To make a comment or complaint relating to Customer Service, you can use the Customer Complaint Form designed for that purpose, and there is also a form requesting a Review should you be dissatisfied with the handling of your complaint. We hope that we will be able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman. The Ombudsman is fair, independent, and free to use. The Ombudsman will ask you for details of your complaint and a copy of our final response to your complaint.