Department for Culture Media and Sport
complaints procedure
If you are unhappy about the standard of service you have received from the Department then we want you to tell us about it so that we can put things right. We are also keen to hear positive comments you may have about the Department and our work.
In many instances our sponsored bodies provide DCMS services to the public and to business. These bodies all have their own complaints procedures.
If you have a complaint or comment about the way in which these organisations have provided services you may wish to contact them directly. You can find a list of our bodies in the "About us" section of this website.
- What standard of service can I expect to receive from the DCMS?
- How can I contact the DCMS?
- How do I complain about the service I have received from the DCMS?
- How can I get help in making a complaint?
What standard of service can I expect to receive from the DCMS?
We follow the six service standards for central government, the Whitehall Standards.
- We aim to answer all letters within 20 working days of receipt. We aim to answer all the points raised in correspondence, be accurate and use plain English. If it is not possible to reply within 20 working days we shall send you an interim reply explaining the delay, answering any points we can, and advising when you can expect to receive a full reply.
- We will see visitors with fixed appointments no later than 10 minutes after the appointment time and we will give an explanation for any delay.
- All telephone calls will be answered within eight rings. Where an answerphone is used we will return your call within one working day.
- Our Central Information and Briefing Unit staff will be courteous and helpful. They will identify themselves when requested to do so. Should the team be unable to resolve your enquiry, one or more telephone numbers or email addresses will be provided to put you in touch with somebody who can.
- Complaints will be dealt with according to the procedures specified below.
- We will do everything reasonably possible to make our services available to all.
We adhere to the Freedom of Information Act. We will give you full reasons for any refusal to allow access to information that we hold.
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How can I contact the DCMS?
For enquiries about the work of the DCMS, contact the Central Information and Briefing Unit on 020 7211 6200.
The line is open Monday to Friday from 9.30am to 4.30 pm (excluding Bank Holidays). A recorded message is played outside these hours.
You can fax us on 020 7211 6032, write to us at:
Central Information and Briefing Unit
2-4 Cockspur Street
London
SW1Y 5DH
or contact us via our online form.
If the enquiry is of a policy, technical or sensitive nature then it will usually be transferred to the appropriate official within the Department to handle.
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How do I complain about the service I have received from the DCMS?
If you are unhappy about the standard of service you have received from the Department then we want you to tell us about it so that we can put things right. We are also keen to hear positive comments you may have about the Department and our work.
We aim to reply fully to all complaints within 20 working days of receiving them. If it takes longer to resolve, we will explain to you why there is a delay and when you can expect to receive a full response.
If you are dissatisfied with the response you receive then you can ask for the complaint to be reviewed by a senior official within the Department.
We hope that all complaints can be dealt with satisfactorily by the Department, but you may, if you remain dissatisfied, ask the Parliamentary Commissioner for Administration (also known as the Ombudsman), via an MP (customarily your own), to investigate your complaint.
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How can I get help in making a complaint?
The Central Information and Briefing Unit can provide further guidance and support in making a complaint. Contact them via the details given above.
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