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Departmental Correspondence

Volume 493: debated on Monday 1 June 2009

To ask the Secretary of State for Foreign and Commonwealth Affairs what procedure his Department follows for dealing with complaints received (a) by e-mail, (b) by post, (c) by telephone and (d) via his Department’s website. (274524)

The Foreign and Commonwealth Office (FCO) aims to respond to any complaints it receives, no matter by what route, in a full and timely manner, and to publicise our complaints procedures to our customers. Individual Departments and posts of the FCO must establish procedures for dealing with complaints (for example our guide to consular support for British Nationals Abroad includes information on how to make a complaint on the service received), while maintaining these standards of service. However, information on these different procedures is not held centrally and to provide it would incur disproportionate cost.