Complaints Policy
New Anglia LEP takes complaints very seriously and whilst we try to provide a good
service, we know that sometimes things go wrong. A complaints procedure has been
developed in response to this.
Policy Aims
The aims of this policy are to:
provide a means for members of the public/third parties to express legitimate
concerns and have them addressed
ensure that issues are resolved quickly and satisfactorily in order to protect
the users of our services.
We aim to sort out complaints quickly and fairly and we will try to sort out any mistake
or misunderstanding straight away. Sometimes it may take longer, but we will let you
know how long it will take.
Employees, board members and contractors should refer to the Whistle Blowing
Definition of a Complaint
A complaint is an expression of dissatisfaction, however made, about the standard of
service, action or lack of action by New Anglia LEP, its staff, or directors which
affects an individual, a company or organisation.
This policy also covers concerns which are in the public interest and could include:
financial malpractice or impropriety or fraud
failure to comply with a legal obligation or statutes
dangers to health & safety or the environment
criminal activity
improper conduct or unethical behaviour
attempts to conceal any of these.
What we Learn from Complaints
We keep records of all the complaints we receive and monitor them regularly. This
helps us to:
identify areas of service where we need to make changes and improvements
make sure we are dealing with complaints effectively and consistently.
Procedures (Stage One)
The people who can best deal with a complaint are those you have been dealing
with. You should speak or write to the member of the team and explain the reasons
you are unhappy. We will acknowledge your complaint in three working days and we
can usually sort out mistakes and misunderstandings quickly and informally at this
Please be aware that all complaints will be treated with the utmost discretion.
However, if an individual wishes to make a confidential complaint, they may do so by
using the complaints form on the website, Whilst
anonymous complaints will still be processed and addressed in accordance with this
policy, we will not be able to provide a response to the complainant.
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The LEP will respond to concerns raised by an individual who must not forget that
testing out concerns is not the same as either accepting or rejecting them. Where
appropriate, the matters raised may:
be investigated by management or through the disciplinary process
be referred to the police
be referred to the external auditor and/or
form the subject of an independent inquiry.
In order to protect individuals and those accused of misdeeds or possible
malpractice, initial enquiries will be made to decide whether an investigation is
appropriate and, if so, what form it should take. The overriding principle that the LEP
will have in mind is the public interest. Concerns or allegations that fall within the
scope of specific procedures (for example, discrimination issues) will normally be
referred for consideration under those procedures.
Usually within 10 working days of a concern being raised, the responsible person will
write to the complainant:
acknowledging that the concern has been received
indicating how the LEP proposes to deal with the matter
giving an estimate of how long it will take to provide a final response
telling them whether any initial enquiries have been made
supplying them with information about staff support mechanisms and
telling them whether further investigations will take place and if not, why not.
The amount of contact between the person considering the issues and the
complainant will depend on the nature of the matters raised, the potential difficulties
involved and the clarity of the information provided. If necessary, the LEP will seek
further information from the complainant.
When the matter is resolved, all those involved in the issue should be informed of the
outcome. In any case, the matter will be dealt with promptly and confidentially.
Immediate steps should be taken to remedy the situation and a final solution should
be reached within 28 days.
If no further correspondence is received from the complainant within 7 calendar
days of the response being issued, or if the complainant responds confirming
acceptance of the initial outcome, the complaint will be closed as resolved.
Appeal (Stage Two)
If you are unhappy with the way your complaint was dealt with, or the outcome that
was delivered, please contact our Chief Executive Officer, Chris Starkie, at:
[email protected] and/or our Chairman, Doug Field at:
[email protected].
It is best to let the Chief Executive Officer and/or Chairman know which parts of our
response you are unhappy with. We will investigate your complaint and the Chief
Executive Officer or Chairman will respond to you within 30 calendar days. An
investigation may take longer than this, but if it does we will explain the reasons why
and let you know when you can expect a full reply.
In our response to your stage two complaint, we will provide contact details for our
ministerial sponsor. You will need to contact them if you are not happy with our
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Stage Three
If you’re still dissatisfied, or feel you cannot raise the matter with New Anglia LEP,
you can report it directly to the Cities and Local Growth Unit in the Ministry of
Housing, Communities and Local Government and the Department of Business,
Energy and Industrial Strategy, at the following email address:
[email protected] or by writing to LEP Policy Deputy Director,
Cities and Local Growth Unit, Fry Block, 2 Marsham Street, London, SW1P 4DF. You
should clearly mark your email or letter as “Official - Complaints”. It will help the
investigation if you explain why you are not satisfied and what you expect from a
further review.
At this stage the response and outcome will be final.
Anonymous Allegations
The LEP takes all complaints and concerns raised by members of the public and
third parties seriously. We will investigate anonymous allegations. However, we
remind complainants that when people put their names to an allegation the ability to
investigate and therefore reach firm conclusions is strengthened. Concerns
expressed anonymously will be considered at the discretions of the LEP. In
exercising this discretion, the factors to be considered would include:
the seriousness of the issue raised
the credibility of the concern, and
the likelihood of confirming the allegation from other sources.
The Ministry of Housing, Communities and Local Government may request
information arising from this process if they have concerns regarding a LEP or have
been approached with similar complaints. The expectation is that this information will
be provided on an anonymous basis. However, it may be necessary to provide
personal details to progress a complaint.
Where details are gathered, the LEP will put in place appropriate data protection
arrangements in line with the Data Protection Act 1998.
Are There any Occasions when we Can’t Help / Investigate Your Complaint?
Unfortunately, we cannot investigate your complaint if it is something you knew about
more than 12 months before contacting us for the first time. However, we may make
an exception in some circumstances.
The above process covers the general complaints procedure for New Anglia LEP.
Complaints in relation to specific funding programmes which you may be involved in
will, generally, follow the same process as outlined above. However, there may be
some differences to this procedure, including the relevant evaluation panel reviewing
your complaint and in these cases, if there are differences to the above procedure,
the appropriate process for complaints will be notified in the relevant guidance
document for the funding stream to which you are applying.
Complaints or enquiries in relation to New Anglia LEPs Accountable Body (Suffolk
County Council) will need to follow standard Council procedures. This will include
enquiries such as Freedom of Information Requests. Further details on Suffolk
County Council's policies can be found at:
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New Anglia LEP’s Board of Directors, Members and Corporate Governance
framework adhere to the Articles of Association of New Anglia Local Enterprise
Partnership. The Company's Articles of Association are available at:
Any enquiry or complaint in relation to the conduct of Directors, Members or
associated Governance processes (such as LEP Panels or Panel Members) should
be directed to: Chris Starkie, Chief Executive Officer at:
[email protected] or Chris Starkie, Chief Executive Officer, New Anglia
LEP, Centrum, Norwich Research Park, Norwich, Norfolk, NR4 7UG.
Who can help me make a complaint? If you would like help making a complaint, you
can contact your local councillor or MP. You can also get help from a specialist
advice agency or organisation which represents people, such as a Citizens Advice
Bureau (CAB).
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