Department for Culture Media and Sport

complaints procedure

If you are unhappy about the standard of service you have received from the Department then we want you to tell us about it so that we can put things right. We are also keen to hear positive comments you may have about the Department and our work.

In many instances our sponsored bodies provide DCMS services to the public and to business. These bodies all have their own complaints procedures. If you wished to contact them direct you can find contact details in the "About us" section of this website.

Complaints specifically about DCMS

  1. How can I contact the DCMS?
  2. Service standards
  3. Other ways to complain

We follow the six service standards for central government, the Whitehall Standards.

  1. We aim to answer all letters within 20 working days of receipt. We aim to answer all the points raised in correspondence, be accurate and use plain English. If it is not possible to reply within 20 working days, we shall send you an interim reply explaining the delay, answering any points we can, and advising when you can expect to receive a full reply.
  2. We will see visitors with fixed appointments no later than 10 minutes after the appointment time and we will give an explanation for any delay.
  3. All telephone calls will be answered within eight rings. Where an answerphone is used we will return your call within one working day.
  4. Our Public Engagement and Recognition Unit staff will be courteous and helpful. They will identify themselves when requested to do so. Should the team be unable to resolve your enquiry, we will endeavor to put you in touch with somebody who can.
  5. Complaints will be dealt with according to the procedures specified below.
  6. We will do everything reasonably possible to make our services available to all.

We adhere to the Freedom of Information Act. We will give you full reasons for any refusal to allow access to information that we hold.

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How can I contact the DCMS?

The easiest way to provide feedback is to use our online form. This will speed up response times.

If you need to speak to us by telephone, you can reach our Public Engagement and Recognition Unit on 020 7211 6000. The line is open Monday to Friday from 9.30am to 4.30 pm (excluding Bank Holidays). A recorded message is played outside these hours.

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Service standards

We aim to reply fully to all enquiries within 20 working days of receipt. If the issue takes longer than this to resolve, we will explain to you why there is a delay and when you can expect to receive a full response.

If you are dissatisfied with the response you receive then you can also ask for the complaint to be reviewed by a senior official within the Department. If you wished to do this, please head your enquiry “Handling review request”.

We will not reply to rude or abusive emails, calls or letters. 

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Other ways to complain

We hope that all complaints can be dealt with satisfactorily by the Department, but if you remain dissatisfied you may ask the Parliamentary Commissioner for Administration to investigate.  To do this you would need to write to your MP and ask them to take up your complaint.

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