We aim to:
- Treat all complaints seriously and investigate your complaint thoroughly and fairly.
- If we are at fault, we will try to put things right as quickly as possible. If not, we will give you a full explanation.
- Learn from complaints and take action to improve our services.
We aim to acknowledge all written complaints within 5 days and let you know who is handling the matter and how to contact them.
We aim to respond in full within 20 working days of receiving written complaints by letter or email.
If it is not possible to give you a full reply within this time (for example, if your complaint requires more detailed investigation), we will tell you what is being done and when you can expect a full response.
If you remain unhappy with the our actions and you have exhausted our internal complaints process you may ask your Member of Parliament (MP) to request that the independent Parliamentary and Health Service Ombudsman (the Ombudsman) investigates your complaint and/or the way it has been handled.
More information about the role of the Ombudsman and how to make a complaint can be obtained directly form the Ombudsman.
The Parliamentary and Health Service Ombudsman
Complaints Helpline: 0345 015 4033
You can write to your MP at:
House of Commons
Web link for finding your MP http://www.parliament.uk/mps-lords-and-offices/mps/
Complaints regarding non-compliance with the open information legislation (FOI/EIR/DPA) should initially be made to the Forestry Commission itself. However, should the matter fail to be resolved you may take your complaint to the Information Commissioner’s Office.
Further details on the role of the Information Commission can be found on the Commissioners web site: www.ico.gov.uk or by calling the helpline 0303 123 1113.