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The OFT closed on 31 March 2014 and this website is no longer being updated. The OFT's work and responsibilities have passed to a number of different bodies. Read more.

Complaints procedure against the OFT

If you want to complain about the OFT, our procedures or our handling of your case, you can make a complaint under our Corporate Complaint Policy. This is a three-stage policy and is described below.

Make a complaint about the OFT

There are three possible routes for taking forward your complaint.

  1. If it is about a current piece of OFT work it should normally be addressed to the appropriate Senior Responsible Officer (SRO) for the case or project. The SRO's contact details can be found at the bottom of the case or project webpage.
  2. If you are a party to a formally opened Competition Act investigation, certain categories of procedural complaint can be escalated to the OFT's Procedural Adjudicator for determination. For details, please refer to the Procedural Adjudicator trial page.
  3. In all other cases your complaint should be addressed to the Enquiries and Reporting Centre (ERC).

Please email or write indicating that your complaint is for the attention of the relevant SRO, the Procedural Adjudicator, or the ERC, as appropriate, at:

Office of Fair Trading
Fleetbank House
2-6 Salisbury Square
London
EC4Y 8JX

After acknowledging your letter the OFT will endeavour to investigate the matter you have raised but please note that it may not possible for the investigation to be completed before the OFT closes permanently on 31 March 2014. Staff and records will in many cases be moving from the OFT to other organisations in advance of that date in preparation for the transfer to those organisations of the OFT's powers and duties.

In any event, we will write to you before the OFT closes to let you know the position that has been reached, and to advise you as to any further steps to be taken in relation to your complaint.

If your complaint has not been (or seems unlikely to be) dealt with fully before the OFT closes, the OFT will consider whether it is suitable to be addressed by one of the bodies which are taking over the exercise of OFT functions. These bodies are not responsible for the OFT's actions but if it appears likely that one of them may nonetheless be able to assist, the OFT will propose that the matter be passed to it for consideration.

If your complaint involves an allegation of maladministration by the OFT, and the OFT has been unable to resolve it, you may wish to write to your MP. Any MP can refer a complaint about a government department to the Parliamentary Ombudsman, who has the power to investigate and, if a finding of injustice is made, to recommend that the government provides any appropriate redress.

Freedom of Information

If you are dissatisfied with the OFT's response to your request under the Freedom of Information Act, you may seek a review of our decision by writing to:

The Internal Review Co-ordinator
GS/3
Office of Fair Trading
Fleetbank House
2-6 Salisbury Square
London
EC4Y 8JX

You may alternatively send an email to internalreview@oft.gsi.gov.uk.

We will deal with your complaint within 20 working days of receipt or, if this is not possible, advise you of a date by which we expect to have completed a review of your complaint.

If you remain dissatisfied with the OFT's response you have the right to complain to:

The Information Commissioner
FOI/EIR Complaints Resolution
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SX9 5AF

For further information about forwarding a complaint to the Information Commissioner see the ICO website.

Transparency

In May 2010 we published a Transparency statement (pdf 267kb) outlining how we will improve our transparency. It sets out our commitment to providing information about the work we do, including current work and how long it is likely to take.

If you are unhappy with the information we have provided about a specific project or case, you can complain directly to the SRO. The SRO's contact details can be found at the bottom of the web page describing each project.

When the SRO receives a complaint about the information we have provided about a particular case or project, he or she will either put things right or explain why it was not possible to provide more information.

This process does not affect the procedures described above for complaining about the OFT or requesting an internal review of a request made under the Freedom of Information Act. 




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