Complaints procedure - Office of the Public Guardian - GOV.UK
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Complaints procedure
How to complain or give other feedback about the Office of the Public Guardian.
Office of the
Public Guardian
Your feedback is important to us
The Office of the Public Guardian (
OPG
) is committed to providing a high-quality service to everyone we deal with.
To do that, we need you to give us any comments you have about our service, to tell us when we get things wrong and when we get things right.
How we deal with your complaints
We aim to respond within 10 working days, however, if we need longer to investigate we will contact you to let you know this.
OPG
defines a complaint as ‘an expression of dissatisfaction that requires action and/or a response’.
What you’ll need to tell us
When you contact us, please give as much information as you can to help us understand and investigate your complaint, including:
your full name, address and contact telephone number
your reference number if you have one
what went wrong
when it happened
who you dealt with
what effect our actions had on you
how you’d like us to resolve the matter
Complaints we cannot handle
Court of Protection and the High Court
If you want to complain about how the Court of Protection or the High Court has handled your case, you must
contact the court
The Court of Protection, the High Court and
OPG
are different organisations.
The Court of Protection appoints deputies and the High Court appoints guardians.
OPG
supervises deputies and guardians once they’ve been appointed by the courts.
OPG
deals with complaints about its services, not about the High Court or the Court of Protection’s decisions or processes.
Legal advice or services
We cannot deal with complaints about legal advice or services. The
Solicitors Regulation Authority
may be able to help you.
Report a concern about an attorney, deputy or guardian
Contact
OPG
if you’re concerned
about the actions of an attorney, deputy or a guardian.
Level of supervision (deputies)
If you’re unhappy with your level of supervision, you can ask for a review. Follow the instructions on the letter we sent you about your supervision level.
How to complain
Tell us about your complaint by calling, emailing or writing.
Calling from outside the UK: +44 (0)203 518 9639
Relay UK (if you cannot hear or speak on the phone): 18001 0300 123 1300
Email:
OPGComplaints@publicguardian.gov.uk
Office of the Public Guardian
PO Box 16185
Birmingham
B2 2WH
If you’re not satisfied
If you’re not happy with what we tell you, you can write to
OPG
’s chief executive. A member of our senior leadership team will look at how your complaint was handled and the outcome.
In your letter, we need you to do the following:
Explain why you’re unhappy with the initial reply and what issues remain unanswered.
Suggest how the situation should be remedied.
Provide us with further information in support of unresolved issues (where requested).
If you’re not satisfied with the chief executive’s response, contact
your MP
to refer the complaint to the
Parliamentary and Health Service Ombudsman
You must go through all these steps in
OPG
’s complaints procedure before your complaint can be referred to the ombudsman.
Resolving the matter
If we’ve made a mistake, we’ll:
apologise
explain what happened
put things right as quickly as we can
We’ll also make sure that we learn lessons from customer feedback and make improvements where necessary.
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