Acas policy on complaints, compliments and comments

  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 Comments, Complaints and Compliments form or write to:

    Comments, Complaints and Compliments Team
    Delivery Directorate
    Acas National
    Euston Tower
    286 Euston Road
    NW1 3JJ

  3. 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 closed. Customers are asked to note that call recordings for out telephone Helpline are for only retained for one month as their main purpose is for staff training.
  4. Customers who are unable to submit their complaint through the website or in writing eg because of a disability, should call the Customer Services Team on 0300 123 1150.
  5. All web complaints and compliments are recorded centrally and sent to a senior manager for response. Acas aim to respond within 10 working days of receipt. Compliments are passed to the staff member concerned and copied to their manager.
  6. Occasionally complaints are received which are malicious or vexatious, for example multiple 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.
  7. Customers who are unhappy with the response to their complaint can write to the Acas Chief Operations Officer at the address at paragraph 1 within one month of receipt of the initial response.
  8. As Acas is a public body customers who have exhausted the complaint process may approach the Parliamentary Services Ombudsman through their MP.