Complaints procedure

IPO process for making a complaint

We are committed to delivering excellent services to our customers. Our customer approach sets out that we will use customer feedback, insight and data for continuous improvement and service development. We will be accountable when things go wrong and take steps to put things right.

When to use this process

Contact us as soon as possible if you are unhappy with the service you receive, for example:

  • mistakes and delays
  • how we have treated you
  • misconduct by IPO staff

We will look at your complaint and try to put things right as soon as possible. We aim to reply within 2 weeks, but if the problem is complex and we need more time we will let you know.

How to complain

If you have a complaint, the easiest way to resolve it is to speak directly with the IPO staff member you have been dealing with. The contact details you need will be on the emails or letters we have sent you. That person will try to resolve it promptly.

If you are uncomfortable making a complaint directly to the staff member, please complete our feedback form so that your complaint can processed by our Customer Team.

You can also contact us to complain by phone or post.

0300 300 2000

Customer Team
Intellectual Property Office
Concept House
Cardiff Road
South Wales
NP10 8QQ
United Kingdom

What happens when you complain to IPO

Our customer approach sets out that we will be helpful, respectful and reasonable in all our dealings with customers. We will be clear about our role and our treatment of our customers will be impartial, honest and fair. We aim to reply within 2 weeks, but if the problem is complex and we need more time we will let you know. We will let you know the outcome and explain why we have reached our conclusion. If we’ve made a mistake we will explain what happened and put things right as quickly as we can. If we identify improvements to our processes during our investigation, we will tell you what they are and how we plan to make those changes to improve how we do things in the future.

How to take your complaint further

Contact us again and ask for a senior manager to review your complaint and explain why our previous responses have not addressed your concerns.

The senior manager will respond as quickly as possible within 2 weeks.

If you are unhappy with the outcome of your review you can ask your MP to take up your complaint with the Parliamentary and Health Service Ombudsman. The Ombudsman is independent of all government bodies and will look at your complaint.