At TSO we undertake:

• To provide our customers with the very best information, products and services. Our highly trained multimedia contact centre staff will respond to enquiries and orders in a professional manner, maximising efficiency, quality and value.
• To deal with any complaints promptly, openly and fairly, we carry out regular reviews of complaints and take appropriate action where required.
• To continually improve our service and welcome all customer feedback.
• To ensure all our customers are satisfied with the service they receive, and measure satisfaction levels on a bi-annual basis. 

Customer care

Complaints, comments and compliments

We pride ourselves on delivering an excellent standard of service to our customers, and we welcome your feedback and comments. We also realise that on rare occasions things can go wrong.

For TSO, a complaint is where a customer communicates a level of dissatisfaction, no matter how small, with the level of service that we have provided.

When this happens, we welcome the opportunity to investigate your concerns and take appropriate action.

If you wish to make a complaint, comment or compliment regarding our service:

Call:+44 (0)333 200 2434

Email: customer.services@thegazette.co.uk

Textphone: +44 (0)333 202 5077

Post: TSO Customer Care Gazette, 18 Central Avenue, St. Andrews Business Park, Norwich. NR7 7WD.

Our complaints procedure

1st Level: Please contact the TSO Customer Care Team, using the details listed above. We will acknowledge your complaint within two working days of receipt. Our highly-trained team will then investigate and respond to your complaint within five working days of receipt.

2nd Level: If you feel that your concerns have not been properly investigated, you can contact our customer care manager (customer.care@williamslea.com) by email. Alternatively, you can call or write to us using the contact details above. At this stage, we would ask you to be as specific as you can about the outstanding concerns you have, telling us why you believe they were not properly investigated at Level 1. Your complaint will be acknowledged within two working days of receipt and appropriate timescales for resolution will be indicated at this time.

3rd Level: If, after receiving a response at the second level, you feel your concerns have still not been fully addressed, your complaint can be escalated to our contact centre manager, Sam Appleyard-Smith (samantha.appleyard-smith@williamslea.com), by email. You can also call or write to us using the above contact details. At this stage, we would ask you to be as specific as you can about the outstanding concerns you have, telling us why you believe they were not properly addressed at Level 2.  Your complaint will be acknowledged within two working days of receipt and appropriate timescales for resolution will be indicated at this time.

4th Level: If you feel your concerns require further escalation outside of the contact centre environment, you can contact The Gazette's business and operations director, Janine Eves (janine.eves@williamslea.com) by email. Your complaint will be acknowledged within two working days of receipt and appropriate timescales for resolution will be indicated at this time.

If you are not happy with how your concerns have been dealt with at Level 4, and your outstanding concerns relate to information rights, you can contact the Information Commissioner’s Office (ICO). If you feel that your complaint has not been handled in accordance with our complaints procedure, you can contact The National Archives (your.views@nationalarchives.gov.uk), which will review our handling of your complaint. The National Archives is responsible for The Gazette, which it manages under a concessionary contract with The Stationery Office.

It is important to us as an organisation that we learn from complaints. We carry out a service delivery review each month to highlight the areas for improvement. Details and trends of any Gazette-related complaints, along with resolutions or outstanding issues, will be highlighted to The Gazette’s business and operations director each month, and reported through contract management governance procedures to The National Archives.