Send Praise
Every organisation likes to hear when they do things well in addition to hearing how we can improve our service. If you have been impressed by the service you have received from either the administrative staff or the work of the Inspector in your dealings with us we’d like to hear about it. We will pass your praise to the individual and their manager if you have their names.
Ask a query
A query is any request for clarification of information. It generally differs from a complaint as it does not relate to a perceived mistake.
Make a service improvement / suggestion
We manage the appeals process as efficiently as we can but are interested to hear how you think we can improve our service to you. You will receive a reply to your suggestion and confirmation of implementable suggestions.
Make a complaint
If you say you are making a complaint we count it as such. We receive feedback on many issues, both negative and positive, but we generally consider something a complaint if it is a criticism which expects a reply and you would like things to be changed.
The administrative process
This includes all communication, be it postal, electronic or verbal you have with us.
The decision
If you have received a decision notice and have a comment to make on its content. IMPORTANT – We cannot change the decision as it is a legal document. We are able to amend minor typographical errors such as the wrong address details for the appeal site and will consider this request.
The hearing / Inquiry
The majority of appeal cases are considered by use of written representations. However if you to praise, query or complain about a hearing or Inquiry let us know what this is.
The reasoning behind the decision
If you think that the Inspector has misunderstood evidence or erred in their reasoning in concluding an appeal let us know. We will investigate and let you know the outcome. If the Inspector has made an error we will apologize however we cannot change the decision as it is a legal document.
The site visit
If your consider that the conduct of the Inspector during the site visit needs to be investigated then please supply us with the details. It would be helpful, if your comment relates to this matter, if you are able to confirm who else was in attendance as we may wish to seek independent comment on your concerns.
Other / General
If you do not consider that your comment falls into one of the other options listed check this option. We will consider your feedback and may, as in all other cases, return to you to clarify your comment.
It is important to say that we cannot change a decision as we do not have the legal powers to do so. We abide by the planning process that has been approved by Parliament. We are proud of the professional service provided by Inspectors and the work of our administrative centre in managing the smooth flow of appeals from receipt to decision. However where it can be shown that our processes can be altered to improve our service we will give them careful consideration. Please let us have any suggestion to enable us to do this.
