Complaints procedure

If you are unhappy with the service you get from DCMS or its agencies, there are different ways you can complain.

In many instances our sponsored bodies provide DCMS services to the public and to business. These bodies all have their own complaints procedures.

Complaints specifically about DCMS

We follow the 6 service standards for central government, the ‘Whitehall Standards’.

  1. 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.
  2. 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.
  3. All telephone calls will be answered within 8 rings. Where an answerphone is used we will return your call within 1 working day.
  4. Our staff will be courteous and helpful. They will identify themselves when requested to do so. Should the team be unable to resolve your enquiry, we will endeavour to put you in touch with somebody who can. Complaints will be dealt with according to the procedures specified below.
  5. We will do everything reasonably possible to make our services available to all.
  6. 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.

Contacting DCMS

The easiest way to provide feedback is our contact form.

In most cases the department will deal with all enquiries and requests in writing. If you need to contact us using an alternative method, require a response in an alternative format or need any other assistance, please let us know.

If you need to speak to us by telephone, you can reach us on 020 7211 6000. The line is open Monday to Friday from 9.30am to 4.30pm (excluding Bank Holidays). A recorded message is played outside these hours.

Service standards

We aim to reply fully to all enquiries within 20 working days of receipt. If the issue takes longer than this 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 also ask for the complaint to be reviewed by a senior official within the department. If you wished to do this, please head your enquiry ‘Handling review request’.

We will not reply to rude or abusive emails, calls or letters.

Other ways to complain

We hope that all complaints can be dealt with satisfactorily by the department, but if you remain dissatisfied you can ask the Parliamentary Commissioner for Administration to investigate.

To do this you would need to write to your MP and ask them to take up your complaint.

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