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Complaints, compliments and comments policy

  1. At Acas most of our customers are very satisfied with the service they receive and we have made provision for customers to provide compliments on our services. However, like any organisation there are occasions where people feel they would like to make a formal complaint or simply to comment on our services.
  2. Customers who wish to compliment, comment or complain about Acas services may either submit details using the form on the Acas website or write to:

    Comments, Complaints and Compliments Team
    Delivery Directorate
    Acas National
    Euston Tower
    286 Euston Road
    NW1 3JJ
  3. Customers who are unable to submit their comment or complaint through the website or in writing e.g. because of a disability, should call the Customer Services Team on 0300 123 1150.
  4. Comments are recorded centrally and sent to the team responsible for the area of work. Compliments are also recorded and then passed to the staff member concerned and copied to their manager. Comments and compliments will be acknowledged within 10 working days of receipt.
  5. Complaints are recorded centrally and are sent to a senior manager for response. Acas aim to respond to complaints within 10 working days of receipt.  The time limit for making a complaint is six months from the date on which the incident concerned took place or for conciliation cases, six months from when the case was closed1.
  6. Customers are asked to note that call recordings for our telephone Helpline are for only retained for one month as their main purpose is for staff training.
  7. The aim of the complaints procedure is to provide an opportunity for users of Acas services who are dissatisfied to have their concern addressed. Occasionally complaints are received which are threatening or abusive or are repeated complaints from the same person about the same or similar issues. In some circumstances Acas will refuse to respond any further (or at all) to such complaints.
  8. Customers who are dissatisfied with the response to their complaint can appeal to the Acas Chief Operations Officer at the address at paragraph 1 within one month of receipt of the initial response. Any appeal should contain details about what is being appealed and why. This is the final step in the process and Acas will not normally respond further unless new information comes to light.
  9. As Acas is a public body customers who have exhausted the complaint process may approach the Parliamentary Services Ombudsman through their MP.
  10. Records of complaints will be retained by Acas for two years and then destroyed.

Conciliation cases are closed when the EC certificate is issued and there is no further prospect for settlement, following formal settlement at any stage, withdrawal of an ET claim, or once heard by an Employment Tribunal.