Complaints procedure
Source: gov.uk (2025-10-24)

How to make a complaint about an APHA service.

Introduction

Animal and Plant Health Agency (APHA) is committed to providing high quality services. Feedback is important to help us monitor and evaluate how APHA delivers services.

Our service standard complaints procedure provides a formal route for you, as a customer, service user or member of the public, to bring a complaint to the attention of APHA and helps us to continually improve our services.

What is a complaint

A service standard complaint is a spoken or written expression of dissatisfaction or concern you may have about how APHA has delivered a service.

We take all complaints very seriously and aim to resolve them in a timely manner, both sensitively and fairly. We will admit when we have got things wrong and where we can, put things right.

Issues that can be raised

You can raise any aspect of the service provided by APHA that you disagree with such as:
- if you feel a member of staff has acted incorrectly
- we took too long to do something
- we have implemented policies or regulations incorrectly
Business as usual will continue while your complaint is being investigated.

We will do all we can to resolve your concerns. However, if despite our best efforts we cannot reach a conclusion that meets your satisfaction, then you can ask your Member of Parliament (MP) to take your case to the Parliamentary Ombudsman.

Where we cannot help

If you have a complaint or question about Defra’s policies or the interpretation of legislation, you should contact the relevant policy area in Defra.

As a delivery executive agency of Defra, we cannot comment on Defra policy or regulations.

Go to Defra contacts and key topics (https://www.gov.uk/guidance/contact-defra) or you can contact the Defra Helpline (https://www.gov.uk/guidance/contact-defra#how-to-contact-us).

You can also ask your MP to raise your concerns with the Secretary of State for Environment, Food and Rural Affairs or Defra’s ministerial team.

Complaints process

There are a number of stages your complaint may go through as we work to resolve it. Most complaints are resolved at the first stage.

Stage 1: response from local team

Where possible we encourage people to resolve issues amicably with the person or team they initially spoke to, or a manager in that department.

We find that this can help to resolve the issue before it escalates into a more formal complaint. In most situations, the opportunity to open up the communication channels again can help resolve or clarify any misunderstandings, such as interpretations of policy or legislation.

If you’re not sure how to contact the team you’ve been dealing with, go to APHA contacts (https://www.gov.uk/government/organisations/animal-and-plant-health-agency/about/access-and-opening) or email APHA Customer Advice on xxx@xxx.xx (mailto:xxx@xxx.xx).

You can raise your issue via telephone, email or letter. We aim to provide a response within 15 days.

APHA is not able to respond to complaints on social media channels.

APHA has a zero tolerance of abusive behaviour and language towards its employees.

Please be respectful when you are communicating and raising issues with us. We may not respond to abusive calls, emails and correspondence.

Complaints relating to the Welsh Language Scheme should be sent to APHA’s Welsh Language Officer at xxx@xxx.xx (mailto:xxx@xxx.xx).

Stage 2: escalating a service standard complaint

If you’re unable to resolve an issue you can contact the APHA Executive Office to investigate. We aim to respond to your complaint within 20 working days. More complex cases may take longer to resolve, and we will inform you if we need more time to respond.

When raising a complaint, you should set out the facts as clearly and fully as possible including:
- what went wrong
- when it happened
- who you dealt with
- what you would like to happen next
Escalated service standard complaints are those relating to the way APHA, or an individual, have provided a service and where it has not been possible for you to resolve the issue at stage 1.

You have 28 working days (from the date of previous response sent by APHA) to request in writing why you feel the complaint requires further consideration.

You can contact the APHA Executive Office by email or post:

APHA Executive OfficeWoodham LaneNew HawAddlestoneSurreyKT15 3NB

Email: xxx@xxx.xx (mailto:xxx@xxx.xx).

Stage 3: internal review

If you’re still not satisfied with the response you have received, you may request an internal review from a senior manager, who will independently investigate your case.

You have 28 working days from the date of your previous response to request an internal review. Your request must be in writing (email or post) and clearly set out why you feel the complaint requires further consideration and provide any relevant information.

Stage 4. Parliamentary and Health Service Ombudsman

If you’re not satisfied with the outcome from our internal review, you can ask your Member of Parliament (MP) to raise your concerns with the Parliamentary and Health Service Ombudsman.

The Ombudsman helps to resolve complaints about government and public sector organisations. They do not become involved until we have had the opportunity to respond to your complaint through the different stages of our complaints procedure.

Your complaint must be made to your MP within 12 months from the day you received a response to our internal review. If the Ombudsman receives a case after this deadline they will only investigate if they consider there are exceptional circumstances to consider.

The PHSO website (https://www.ombudsman.org.uk/) provides information and guidance for the successful handling of complaints to government departments.

Providing feedback

We welcome feedback (negative or positive) on the delivery of our services. All feedback is important for our performance measurement and continual improvement.

This can include positive feedback about the agency or the work of a member of staff. This feedback is always welcome and will be passed to the person concerned and their line manager.

If you would like to send any feedback please email xxx@xxx.xx (mailto:xxx@xxx.xx).