Complaints procedure
The NDA recognises that complaints, feedback and suggestions can be valuable aids to maintaining and improving standards of service and operation.
The NDA will:
- ensure that any complaints are co-ordinated and managed across the organisation
- monitor complaint handling and ensure responses are made within the timeframes outlined in the appropriate policy they are handled under
- maintain a record of complaints and their resolution and provide management information to ensure lessons are learned to improve performance
Our approach to handling complaints is designed to:
- ensure that any complaints are directed to the relevant function for handling any complaints about the operations, policies and procedures of the NDA
- ensure complaints are dealt with promptly and thoroughly and that the outcomes are communicated in a timely manner
- make efficient use of the information collected as management information so that lessons can be learned
- set out how positive feedback can be captured and distributed
Any complaints should be emailed to [email protected]
We also have specific organisational policies in place for handling complaints relating to Freedom Of Information (FOI) requests or an Environmental Information Request (EIR) and for people to raise concerns on things they think aren’t right or are worried about, via our Speak Up Policy. Further information on these policies can be found in the following documents: