We will
- Take immediate action on all complaints
- Fully investigate all complaints
- Provide a full response
- Use information from complaints to improve our business
- Obtain feedback on how your complaint was handled
What to do if you have a complaint
Complaints can be made by email, post, telephone, fax or in person. Formal written complaints should be marked 'For the attention of the Customer Relations Manager'. It will be helpful if you state clearly at the outset that you are making a complaint and provide as much background information as possible.
What happens next
If you complain in person or by telephone, we will try to resolve your complaint immediately. If you complain in writing via e-mail, post, or fax, we will provide a full written response within 10 working days. If this is not possible, we will explain why and advise you as to how long it will take.
If you are not happy with the initial response you receive, you should contact us again and ask for your complaint to be passed to the Head of DBS NSV.
Independent Review
If you prefer to have your complaint investigated independently of the Defence Business Services National Security Vetting (DBS NSV) you can write to this address:
Director Business Resilience
Ministry of Defence
Level 6 Zone D
Main Building
Whitehall
London
SW1A 2HB
If you remain unhappy, you may ask a Member of Parliament to request that the Independent Parliamentary Commissioner for Administration (the Ombudsman) investigates your complaint and/or the way it has been handled.