Complaints procedure

If you have a complaint about our service or the way in which we operate, we prefer that you write or email us.

You can also tell us by telephone or in person, but we will make a written record of your complaint and ask you to confirm this is accurate.

In the first instance, your complaint should be made to the member of staff with whom you have been dealing. If you don’t know who they are or don’t want to complain to them please contact us one of the following ways:

We will investigate your complaint fully and make every effort to resolve it within 15 working days. If this is not possible we will send you a letter explaining why and letting you know when to expect a full response.

Complaints about assessments

If your complaint is about the way in which an assessment relating to a marketing authorisation has been handled please email the Authorisations Director, Marie-Odile Hendrickx m.hendrickx@vmd.defra.gsi.gov.uk setting out the details of your complaint.

Other complaints

If your complaint is about another aspect of our service, for example how your business has been handled, how you have been treated, or the accuracy of the information you have received from us, email the Operations Director p.green@vmd.defra.gsi.gov.uk setting out the details of your complaint.