Complaints procedure
How to make a complaint about the Government Internal Audit Agency’s service.
The Government Internal Audit Agency (GIAA) is committed to giving professional, independent and objective advice and assurance to government and the public sector. We hope to always give the best possible service. However, we understand that sometimes there may be scenarios where we haven’t, and there is an opportunity for us to improve.
The GIAA has a two stage complaints process. We do all we can to resolve your complaint at the first stage, but if you are not satisfied with our response, or you are unhappy with the way we have handled your complaint, you can ask for your complaint to be reviewed. How to complain and details of our procedure are set out below, along with how you can expect us to handle your complaint.
How to make a complaint
All complaints must be submitted in writing, either by letter or email, using the contact details below:
Correspondence Team
Government Internal Audit Agency
10 Victoria Street
London
SW1H 0NB
Please include your full name and contact details when submitting a complaint.
Your complaint must clearly state the nature of the issue you wish to highlight to GIAA and provide any relevant details or supporting documentation.
Complaints will be acknowledged within two working days of receipt.
Our response
We will investigate your complaint and provide you with a full response swiftly, and no later than twenty working days after receiving your complaint.
If we are unable to provide you with a full reply within twenty working days, we will explain why, what we are doing and when you can expect a full reply.
If you’re not satisfied following our response:
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Request an Internal Review. If you’re not satisfied by our response to your complaint, you can request an Internal Review. A senior member of staff, who was not involved in the handling of the original response will consider whether your complaint has been handled properly, whether our response was appropriate, and whether any further action is necessary.
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You will be sent the outcome of this review into how your complaint was dealt with within twenty working days of submitting the request for an internal review.
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If we are unable to provide you with a full reply within twenty working days, we will explain why, what we are doing and when you can expect a full reply.
Depending on the cause of your complaint, if following our response to the Internal Review you remain dissatisfied, you can contact the below:
Provision of Government services
You have the right to contact the Parliamentary and Health Service Ombudsman if you are not satisfied with the outcome of your complaint. You can ask your Member of Parliament to contact the Parliamentary and Health Service Ombudsman
You must go through your MP – you can’t approach the ombudsman directly. The ombudsman investigates complaints where government departments or other public bodies have not acted properly or fairly or have provided a poor service. Government departments must co-operate with the ombudsman by law.
Data Protection
If you think your data has been misused or that GIAA has not kept it secure, please contact us and tell us.
If you’re unhappy with our response, you can make a complaint to the Information Commissioner’s Office (ICO) or get advice from the ICO.
ICO
Telephone: 0303 123 1113
Textphone: 01625 545860
Monday to Friday, 9am to 4:30pm
Find out about call charges
Information Commissioner’s Office
Wycliffe House Water Lane
Wilmslow
Cheshire
SK9 5AF
You can also chat online with an advisor.
The ICO can investigate your claim and take action against anyone who’s misused personal data.
You can also visit their website for information on how to make a data protection complaint.
Confidentiality
GIAA keeps all complaints confidential and will not disclose any personal information to any third party unless required by law. The privacy notice for GIAA (which documents how we will use your personal data) can be viewed here: Privacy Notice – Correspondence.