Complaints procedure

How to make a complaint about the Coal Authority’s service.

How to complain

We always aim to give the best possible service.

Please tell us:

  • when we do well
  • when we fail to meet your expectations
  • how we could improve our services

If you are dissatisfied and have a complaint about the way we operate or the services we provide, you should first tell us by telephone, in writing or by email. We have a 3 stage process designed to deal with your complaints quickly, effectively and fairly.

Details on how to complain about resolving coal mining subsidence claims, accessing the information that we hold and re-using our information are also set out below.

At first complain to the department

If you are unhappy with the service we have provided, please contact the department that you were dealing with. Their contact details will be listed on any correspondence that we have sent. In most cases it is possible to resolve your complaint immediately and we will do all that we can to do so to your satisfaction. We will aim to respond to you in writing within 15 working days.

Second to our Records Manager

If, after taking this action, you believe your concerns have not been addressed, please contact our Records Manager who will aim to respond to you within 15 working days.

Email: thecoalauthority@coal.gov.uk
Telephone: 0345 762 6848

Records Manager
The Coal Authority
200 Lichfield Lane
Mansfield
Nottinghamshire
NG18 4RG

Third to our Chief Executive

If you’re still unhappy with the response from the Records Manager, you can contact our Chief Executive who will ensure that the complaint is reviewed. A response will be issued within 10 working days.

Email: thecoalauthority@coal.gov.uk
Telephone: 0345 762 6848

Chief Executive
The Coal Authority
200 Lichfield Lane
Mansfield
Nottinghamshire
NG18 4RG

If you are not satisfied with the response after writing to our Chief Executive you can refer your complaint to one of the following dependent upon its nature.

MP or Parliamentary and Health Service Ombudsman

If you think we have not done everything possible to resolve your complaint, you can also ask your Member of Parliament to contact us on your behalf, or ask them to refer your complaint to the Parliamentary and Health Service Ombudsman.

Coal mining subsidence claims

If you think we have not done everything to resolve your coal mining subsidence claim, you can refer your complaint to:

1.Independent Dispute Resolution Services (IDRS) Ltd

If you have a dispute with us over a coal mining subsidence claim then you can refer this to IDRS Ltd.

2.Land Tribunal

If you have a dispute with us over a coal mining subsidence claim relating to land valuation then you can refer this to The Lands Tribunal for Scotland or the Upper Tribunal (Lands Chamber) in England and Wales.

Access to information

If your complaint relates to a request for access to information under the Freedom of Information Act 2000 or the Environmental Information Regulations 2004, or to our publication scheme you can write to the Records Manager, who will arrange for your complaint to be investigated.

Email: thecoalauthority@coal.gov.uk
Telephone: 0345 762 6848

Records Manager
The Coal Authority
200 Lichfield Lane
Mansfield
Nottinghamshire
NG18 4RG

We aim to respond to all complaints about access to information within 20 working days. If for any reason we aren’t able to meet that deadline we will let you know the reason for this and keep you informed of when you may expect to receive a reply.

If, having heard the outcome of your complaint, you are still dissatisfied you have the right to apply directly to the Information Commissioner. Please note that generally the Information Commissioner cannot make a decision unless you have first used the Authority’s own complaints procedure.

Re-use of information

The Coal Authority is a member of the Information Fair Trading Scheme. If your complaint relates to a request to re-use information under the Re-use of Public Sector Information Regulations 2005, you can write to the Principal Manager Mining Information, who will arrange for your complaint to be investigated and will let you know the outcome.

Email: thecoalauthority@coal.gov.uk
Telephone: 0345 762 6848

Principal Manager Mining Information
The Coal Authority
200 Lichfield Lane
Mansfield
Nottinghamshire
NG18 4RG

If, having heard the outcome of your complaint, you are still dissatisfied you have the right to apply directly to the Information Commissioner. Please note that generally the Information Commissioner cannot make a decision unless you have first used the Coal Authority’s own complaints procedure.