Guidance on making a complaint

How you can help us

You can help by telling us what you like about our service, how you would like us to improve our service and how you believe that we have not met our usual standards.

Administrative Complaints Handling Procedure

As a result of customer feedback, the Tribunals Service has introduced a new administrative complaints handling procedure.

All complaints received by the tribunal will now be responded to within 10 working days.

When further investigation is required you can expect the tribunal to contact you to explain why and give you a date by which you will receive a full reply.

Please note that we cannot consider comments or complaints about the decision of an application. If you are not satisfied with the decision of an application, please seek legal advice.

A customer feedback leaflet 'A Positive Step Forward - your guide to giving feedback' gives details of the new procedures.

How we aim to help you

We treat all comments and complaints seriously and may contact you to ask for your comments about how we dealt with your query.

We will use your comments and complaints to help us make improvements to our service.

Who can make a comment or a complaint?

Anyone who has used the facilities and services of the Gender Recognition Panel can make a complaint or provide comment on our services.

How can I make a comment or a complaint?

Tell a member of staff
Telephone the customer service centre on 0845 355 5155. Calls are taken from 9:00 a.m. to 5:00 p.m. from Monday to Friday and are charged at the local rate.
Email GRP Enquiries (grpenquiries@tribunals.gsi.gov.uk)
Write directly to the secretariat at:

GRP
PO Box 6987
Leicester
LE1 6ZX

You may have to make your comment or your complaint to us in writing. We will tell you if you have to do this.

If you are sending a letter, please:

Mark it as a comment, complaint or compliment.
Quote the application reference number.
Give your reason for making the comment or complaint.

What if I am not happy with the response provided?

If you are not satisfied with the response provided to your query you can write to the Tribunals Service Regional Director at the following address::

1st Floor
Procession House
55 Ludgate Hill
London
EC4M 7JW

What if I want to take my query further?

If you are not satisfied by the response from the Director of Tribunals, you may ask your Member of Parliament to write to:

The Parliamentary Ombudsman
Office of the Parliamentary Commissioner for Administration
Millbank Tower
Millbank
London
SW1P 4QP

What about claims for compensation?

We accept that our mistakes may sometimes cause unnecessary expense. If so, we will consider paying compensation for any wasted costs. You will be asked for evidence of such expense.

If you find anything that is inaccurate or misleading in our published information, or have a suggestion about how it may be improved, please let us know. You can contact us in the ways set out above.