Complaints procedure

How to complain when you are not happy with the service we provide, including our service standards, contact information and the complaints procedure.

UKAEA upholds high standards of integrity and professionalism in all areas of our operations. We recognise that we need to be responsive where these standards are challenged and that complaints can be valuable aids to improving our operations and services. In the first instance we ask that you attempt to resolve your complaint directly with the person at UKAEA dealing with the issue. If the complaint is not resolved and you wish to raise a formal complaint please follow the processes outlined below.

Making a complaint

Complaints must be made in writing, by email. Verbal complaints must be submitted in written form to enable formal investigation to take place. Complaints should be directed to: complaints@ukaea.uk.

To help us deal with your complaint, please provide the following information:

  • The area of UKAEA relevant to the complaint, with a contact name if possible;
  • Whether this is a first-time complaint or a follow-up to an earlier complaint that was not dealt with satisfactorily;
  • A clear description of the complaint and what you consider should be done; and
  • Your contact details, including a phone number and e-mail address, if available.

You will receive written acknowledgement of receipt of your complaint within 5 working days.

What to do if you’re not satisfied

External review

If you are still dissatisfied having followed all the stages of the UKAEA internal complaints system, you may escalate to the Department for Business, Energy and Industrial Strategy (BEIS).

BEIS Central Complaints Team, Enquiry Unit and Complaints Manager: BEIS complaints procedure

Freedom of information

If your complaint is about a request under the Freedom of Information Act (FOI) and you are not content with the outcome of the UKAEA internal review, you have the right to contact the Information Commissioner’s Office, the independent body that oversees the Freedom of Information Act:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

ICO Website

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