Complaints procedure

We aim to provide an efficient service to the public in the UK and overseas. If you are unhappy about the standard of service that you have received from us, we would like to hear about it so that we can improve our service in the future.

This information page was withdrawn on

The Department for International Development (DFID) was replaced by the Foreign, Commonwealth & Development Office (FCDO) in September 2020. This DFID page is no longer current. Instead, see FCDO complaints procedure.

How to make a complaint

First, contact the member of staff who handled your initial enquiry (if you know their name and email address) with a clear description of your complaint.

If you’re not satisfied with the response you receive, then you can contact our Public Enquiry Point team who will pass on your complaint to the appropriate Head of Department for further investigation:

What to do if you are not satisfied

If you are dissatisfied, you can contact your MP and ask for your complaint to be referred to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Complaints Helpline: 0345 015 4033

The Parliamentary and Health Service Ombudsman

You can write to your MP at:

House of Commons
Westminster
London
SW1A 0A

Find your local MP

Making a Freedom of Information (FOI) request

If you cannot access the information you are looking for, you can make a formal Freedom of Information request. This must be:

Information Rights and Public Enquiries Team
Abercrombie House
Eaglesham Road
East Kilbride
G75 8EA

You should provide as much detail as possible to help us identify the information you are looking for. Advice and assistance on making your request is available by emailing foi@dfid.gov.uk or calling the Information Rights and Public Enquiries Team on 01355 843491.

The target for our response is 20 working days after the date of receipt, although under the Freedom of Information Act and Environmental Information Regulations we can extend this period in certain circumstances.

We may consult with relevant third parties to decide what information should be provided.

If we do not hold the information you asked for but believe that another public body does, we will give you the details on how you can contact them to request the information.

Reporting fraud or corrupt practices

The Internal Audit Department’s Internal Audit Investigations Section is the central point for raising concerns, suspicions and/or allegations of fraud, sexual exploitation and abuse or other corrupt practices. This includes both internal and external cases where DFID funds, assets or interests (including DFID’s reputation) are involved, as well as any breach of the Civil Service Code.

IAD’sInternal Audit Investigations Section has a dedicated secure email address for raising all concerns reportingconcerns@dfid.gov.uk

Alternatively, any concerns can be reported by:

  • calling the confidential hotline on +44 (0)1355 843747
  • writing to the Head of Internal Audit, 22 Whitehall, London, SW1A 2EG, United Kingdom

Your information will be treated in confidence. You do not have to provide personal details, however such information will assist us in taking forward your concerns and enable us to provide you with a response on the outcome. If you ask us not to disclose your identity we will not do so without your consent, unless required by law.

If you are concerned about confidentiality you may wish to contact Public Concern At Work, an independent charity, which provides free legal advice on reporting of concerns.

Contact details 020 7404 6609 / helpline@pcaw.co.uk

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