Complaints procedure
How to make a complaint about the UK Space Agency's service.
The UK Space Agency is committed to delivering an excellent service to all people we deal with, including members of the public.
While complaints from the public are rare, our complaints process looks to ensure that complaints are handled fairly, quickly and effectively and allows us to continuously improve our processes. We are committed to having a transparent and independent process that provides a clear escalation route.
Definition of a complaint
Complaints that can be considered under our complaints policy are about the UK Space Agency’s procedure and standards – for example the way the UK Space Agency or an individual has provided a service or the standards of that service.
What this process does not cover
This process is for external complaints only. Internal complaints about individuals are subject to HR grievance procedures.
Complaints about, or challenges to government policy are handled separately, within the correspondence system.
How to complain
Complaints can be made by email to [email protected].
The UK Space Agency’s external complaints handling process
The UK Space Agency’s complaints policy comprises two stages.
Stage One
This is the first opportunity for the Agency to resolve a complainant’s dissatisfaction, and we aim to resolve the majority of complaints at this stage. The Public Affairs team will contact the relevant team in the Agency and will work with them to prepare a response. The lead official must get the response cleared at SCS level and the Complaints Manager will send the response to the complainant.
Stage two
If the complainant is dissatisfied with the response, they have the right to request an independent internal review. Stage 2 is an independent review undertaken by a senior official. This member of staff will be looking for evidence of administrative fault or service failure. If such is found, they will consider how to remedy the situation.
If a complainant remains dissatisfied
Any stage 2 response will advise the complainant they have exhausted the UK Space Agency’s complaints handling process and if they remain unhappy, they should contact their MP to escalate the complaint to the Parliamentary and Health Service Ombudsman (PHSO). The Ombudsman can carry out independent investigations into complaints about government departments, agencies and some public bodies, including the UK Space Agency.
The Parliamentary Ombudsman investigates complaints regarding injustice caused by maladministration on the part of UK government departments or other public bodies and is independent of the Government. The PHSO will not accept complaints about policy. All PHSO complaints are received by the UK Space Agency Chief Executive’s Office.
Data Protection
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.