We welcome comments about our performance and service delivery, and regard complaints as an important way of helping us to achieve higher standards.
What is a complaint?
A complaint is a comment about the way we acted in the exercise of our statutory duties. It expresses dissatisfaction with the service and suggests alternative actions or ideas on how we could provide a better service to our stakeholders. For example, a complaint might be made about: a failure or delay in dealing with a matter; bias or unfairness; a discrimination or discourtesy; a failure to follow proper procedures; or a mistake made in carrying out our functions.
Some complaints are not suitable to be dealt with under this complaints policy:
- It may be that a complainant disagrees with a statutory decision reached by the Commission e.g. on a regulatory matter. It is not appropriate for consideration of such decision to be re-visited by this complaints policy. In these cases it may still be possible to challenge our decision by legal process, such as statutory appeal rights or judicial review.
- Those wishing to complain about the way their Freedom of Information request has been handled should refer to the section called 'What if I am not satisfied with the response?' on our Freedom of Information page. In some circumstances a complaint may be handled under our complaints procedure, but more usually it will be dealt with under the Freedom of Information Act procedures.
- We may also receive complaints about other people or organisations, as part of our statutory regulation of political parties or elections. These complaints are dealt with under a separate Party and Election Finance team complaints process, rather than under this process.
How can I make a complaint?
You can make a complaint in writing or by email using the contact details listed below.
You will be required to give your name and address; anonymous complaints will be kept on file but they will not be investigated.
You need to set out the circumstances and the nature of your complaint. For your assistance we can provide a form, however you are not required to use it. The form does, however, list the information which we need in order to investigate your complaint properly.
You should direct all your written complaints to the Secretary to the Commission Board, who will liaise with the Director/Head of the section or department you are making the complaint about. The Secretary to the Commission Board will then coordinate any responses to the complaint and will write to you after the matter has been investigated.
Contact details
Kairen Zonena
Secretary to the Commission Board
The Electoral Commission
3 Bunhill Row
London EC1Y 8YZ
Email: kzonena@electoralcommission.org.uk
How will we deal with your complaint?
We will try to resolve your complaint immediately. If we are unable to do this, the Secretary to the Commission Board will send you an acknowledgement letter. We will make every effort to send a detailed reply within 20 working days. Where this is not possible, you will receive a letter explaining why, and giving a date by which you will receive a detailed reply.
How will complaints be investigated?
In the first instance, your actual complaint will be investigated by the Director/Head of the relevant section or department. All complaints will be thoroughly and fairly investigated. If you feel that your complaint should be investigated in confidence, you need to make this clear when making your initial complaint to the Secretary to the Commission Board and give your reasons. In such cases, we will not divulge your name without your prior approval.
What if I am not satisfied with the response?
You may ask for your complaint to go to the next stage, which is consideration by the Chief Executive of the Commission.
If, after the second stage, you are still dissatisfied with the response, you may ask for the matter to be referred to the Chair of the Electoral Commission for a final decision.
At each stage, we will try to deal with the complaint and send a detailed response within 20 working days. Where this is not possible, you will receive a letter explaining why, and giving a date by which you will receive a detailed reply.
You are also entitled to complain to the Parliamentary and Health Service Ombudsman, often known as the Parliamentary Ombudsman. However, the Parliamentary Ombudsman can only consider complaints which are referred by a Member of Parliament, so you will need to contact your MP. You should bear in mind that the Ombudsman will normally expect you to have gone through our complaints procedure first.
The address of the Parliamentary and Health Service Ombudsman is:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Complaints Helpline Tel: 0345 015 4033
