On the spot response ("informal")
If someone has a complaint, they should initially go back to their original contact in the Department who will try to deal with it on the spot. Dealing with a complaint will often be a matter of getting the details of what the problem is, apologising if there has been any failing and arranging for something to be done: for example, replying to an outstanding letter or sending on a document. Sometimes the person receiving the complaint is not the right person to deal with it. When this happens the correspondence or telephone call will be passed immediately to the person in the Department is responsible for the matter and who can organise corrective action.