How to make a complaint

MHRA complaints procedure

The MHRA operates formal procedures for dealing with complaints about the Agency's administrative services (not licensing and enforcement decisions) and our aim is to respond to all written complaints within seven working days. The procedures ensure that all complaints are subject to a full and fair investigation, are handled confidentially, receive a full response and are examined for ways of improving our service provision in the future. If you remain dissatisfied with the way your enquiry was handled, having first contacted the head of the relevant Unit or Division, you are invited to write to Mrs Sue Jones, MHRA, Central Complaints Officer, Room 16-107, MHRA, Market Towers, 1 Nine Elms Lane, London SW8 5NQ . If, following her reply, you remain dissatisfied you will have access to the Independent Complaints Advisor (ICA) who will also fully investigate your complaint.

Complaints made under the Freedom of Information Act (FOIA) 2000

Separate procedures cover complaints made under the Freedom of Information Act. If we cannot give you the information you have asked for, or have to charge for that information, we will explain the reasons why. If you are dissatisfied with the MHRA's reply to your request, or the decision to impose a charge, you can, as a first step, request a formal internal review. The response we send to you will tell you who to contact to request such a review. A senior member of the Agency who was not involved in the original decision will undertake that review. If you remain dissatisfied, you can ask the Information Commissioner to investigate our decision not to give you the information you have requested.