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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, due to high volumes of correspondence it is currently taking longer for us to reply. Please be assured that we will deal with your complaint as soon as we can.

What you鈥檒l 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鈥檇 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鈥檝e been appointed by the courts.

Legal advice or services

We cannot deal with complaints about legal advice or services. The may be able to help you.

Report a concern about an attorney, deputy or guardian

Contact OPG if you鈥檙e concerned about the actions of an attorney, deputy or a guardian.

Level of supervision (deputies)

If you鈥檙e 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.

Phone: 0300 456 0300

Email: [email protected]

Fax : 0870 739 5780

If you鈥檙e not satisfied

If you鈥檙e not happy with what we tell you, you can write to OPG鈥檚 chief executive. The chief executive will look at how your complaint was handled and the outcome.

In your letter, we need you to do the following:

1. Explain why you鈥檙e unhappy with the initial reply and what issues remain unanswered.

2. Suggest how the situation should be remedied.

3. Provide us with further information in support of unresolved issues (where requested).

If you鈥檙e not satisfied with the chief executive鈥檚 response, contact to refer the complaint to the .

You must go through all these steps in OPG鈥檚 complaints procedure before your complaint can be referred to the ombudsman.

Resolving the matter

If we鈥檝e made a mistake, we鈥檒l:

1. apologise
2. explain what happened
3. put things right as quickly as we can

We鈥檒l consider refunding any reasonable costs directly caused by our mistakes or unreasonable delays. Costs can include:

• postage
• phone charges
• professional fees

You should keep your receipts if you want us to make a refund.

We鈥檒l also make sure that we learn lessons from customer feedback and make improvements where necessary.

Positive feedback

Understanding what we have done well is just as important as understanding what we haven鈥檛 done well.

Your positive feedback helps us to provide the best possible service to all our customers.

If you found one of our services particularly helpful, supportive or professional, you can let us know by calling, emailing or writing.

Telephone: 0300 456 0300

Email: [email protected]

Fax : 0870 739 5780