If we get something wrong, tell us.

What this procedure covers

You may complain about our communication, conduct, handling of your case, use of your information, accessibility or any failure to provide the service we said we would provide. Complaining will not disadvantage you or affect our consideration of your case.

A disagreement with the organisation you are challenging is not a complaint about us. We can, however, record new evidence or concerns about that organisation as part of your case.

How to complain

Write to The Resolution Agency, 128 City Road, London EC1V 2NX, England. Mark the envelope “Complaint”. Include your name, case reference, what happened, the outcome you want and copies of any relevant correspondence. Please do not send original documents.

If a disability or another circumstance makes a written complaint difficult, tell us what adjustment you need and we will make a reasonable effort to provide an accessible alternative.

What we will do

• acknowledge the complaint within five working days;
• record it separately from the substantive case record;
• review the evidence fairly and give you an opportunity to clarify it;
• aim to issue a reasoned written response within 20 working days, or explain why more time is needed and give a revised date;
• explain any correction, apology, remedial action or learning that follows.

Where possible, someone who was not responsible for the disputed action will review the complaint. While the service is operated by one person, an independent review may not always be practicable; the response will say who investigated and how conflicts were managed.

Review

If you remain dissatisfied, ask for a review within 20 working days of our response and identify what you believe was overlooked or misunderstood. We will aim to complete the review within 20 working days. The review response is the end of our internal process.

Privacy and external routes

We use complaint information to investigate, respond, improve the service and meet legal obligations. We normally retain the complaint record for up to 24 months after it closes, or longer if a continuing dispute or legal obligation requires it.

For concerns about our use of personal information, you may also complain to the Information Commissioner’s Office at ico.org.uk or telephone 0303 123 1113. Nothing in this procedure limits any legal right or any right to approach an appropriate regulator, ombudsman or court.

Important limits

The Resolution Agency is not a law firm, regulator or ombudsman. We cannot determine liability, compel another organisation to act or guarantee an outcome. This procedure addresses our own service only.