Guidance

UKSV Complaints: Customer charter

Updated 23 May 2023

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This publication is available at https://www.gov.uk/government/publications/how-to-make-a-complaint-to-united-kingdom-security-vetting/uksv-complaints-customer-charter

1. Our Customer Charter

We understand that making a complaint can be a difficult process. We believe that our customers come first and that you are entitled to expect an excellent level of service each and every time you contact UKSV. We have listened to your feedback and have set out below what you can expect from the process and what we expect from you in return.

2. Right treatment

You can trust us to:

  • do what we say we will do
  • update you during each stage in the process
  • explain delays and our reasoning for needing longer to respond to your complaint
  • treat you with respect and dignity
  • follow our processes correctly and aim to ‘get it right first time, every time’
  • protect your information (please see further information in our privacy notice)
  • tell you what to do next if you are not satisfied with our response

3. What we expect from our customers

Everyone should be treated with dignity and respect at work. Our staff have the right to do their job without abuse or intimidation. We do not tolerate written or verbal harassment. Our staff have the right to refuse to correspond with you if we advise that your behaviour is unacceptable and you continue to abuse our staff.

We would ask that you:

  • respect our staff and treat them in a dignified manner
  • understand and appreciate that complaints can often be complex and that we may need to extend the timeframe for a response
  • work with us in investigating your complaint including providing us with the relevant information to help us in answering your concerns

4. Unacceptable actions

We will not tolerate:

  • aggressive or abusive behaviour including derogatory remarks
  • threats of physical violence
  • any actions which make our staff feel frightened, degraded or to fear for their safety
  • unreasonable demands which includes: insisting on speaking with a particular member of staff, continual letters/emails, demanding a response within an unreasonable timeframe

How we will manage unacceptable actions:

  • we will warn you that your conduct is falling short of the customer expectations as set out in our Customer Charter
  • we will explain that should you continue with that conduct, we will consider restricting or refusing contact with you
  • we will refer any threats of physical violence towards our staff to the relevant authorities
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