Conflicts and declarations of interest The Design Review Panel has a conflicts of interest policy which includes a protocol for design review panel members. Panel members are excluded from reviewing projects where they may be exposed to conflicts of interest. Sometimes there are indirect connections between Panel members and parties to the project which are not sufficiently strong to constitute a conflict of interest. Declarations of interest are made where no conflict of interest arises but clarity and openness in the process requires this information to be declared for the avoidance of any doubt or misconceptions. If you believe there is a conflict of interest which we have not been made aware of please ask to speak in private to The Design Review Panel Manager at the earliest opportunity. How we deal with complaints The Design Review Panel, is committed to delivering an efficient, high quality service. We aim to provide prompt, courteous, helpful and informative advice in response to all who approach us. We are always keen to hear the views of our customers and partners about our performance. As with all organisations, from time to time things can go wrong, and we may not provide the standard of service that we have set ourselves. We are keen to hear about such instances, so that we can learn from our mistakes and get it right next time. When dealing with complaints The Design Review Panel tries to: • ensure that making a complaint is as easy as possible • treat a complaint seriously whether it is made by telephone, letter, fax or mail • deal with it promptly, politely and, where appropriate, informally • include in our response an apology where we have got things wrong, an explanation of the position, or information on any actions taken • learn from complaints and use them to improve our service We will do our best to: • treat complaints thoroughly, fairly and politely, and investigate them sensitively; • respond promptly. A complaint will be acknowledged within a timely manner and a response given within 18 working days from the date of receipt. If it is not possible to give you a full reply within this time we will give you an interim response • advise what is being done to deal with your complaint, when you can expect the full reply and from whom.
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