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. We aim to handle complaints quickly, fairly and helpfully. Examples of complaints about a service provided by The Design Review Panel might include: - • dissatisfaction with the way in which we responded to an enquiry, or the time that we took to respond • a perceived injustice because of alleged maladministration on our part • dissatisfaction at the way in which The Design Review Panel advice has been formed 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. 23
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