Complaints procedure

How to make a formal complaint about the Advisory Committee on Clinical Impact Awards (ACCIA).

We can only handle complaints about the work, staff and levels of service provided by ACCIA.

We will not accept complaints relating to awards or change of circumstances decisions. Guidance for current award holders sets out how to appeal change of circumstances decisions.

Complaints process

If you want to make a formal complaint about ACCIA, email us at accia@dhsc.gov.uk.

We will need:

  • a clear, detailed description of what your complaint is about
  • copies of any letters or emails related to the complaint

When you have made your complaint, we will send an email to let you know that we have received it.

Our complaints process has up to 3 stages. If you are unhappy with the response you receive at any stage, you will be given the information to escalate your complaint.

  1. Complaints go to the team leader of the ACCIA secretariat, who will liaise with the relevant sub-committee chair if necessary. The team leader will investigate with a target of responding to your complaint within 20 working days.
  2. Complaints are investigated by the senior civil servant responsible for ACCIA. They will investigate with a target of responding to your complaint within 20 working days.
  3. Complaints are investigated by a senior civil servant who is independent of the individual or team that your complaint references. They will investigate with a target of responding to your complaint within 20 working days.

What to do if you’re not satisfied with our response

If, after following the 3 stages of our complaints process, you are not satisfied with the outcome of your formal complaint, you can ask your local MP to refer it to the Parliamentary and Health Service Ombudsman.

You have to go through your MP - you cannot approach the ombudsman directly.

The ombudsman investigates complaints where government departments or other public bodies have not acted properly or fairly or have provided a poor service. Government departments must co-operate with the ombudsman by law.

If you are unhappy with the ombudsman’s decision, you can appeal directly to the ombudsman.

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