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Our complaints process provides a formal route for you to bring a complaint to the attention of ASRU. Monitoring and evaluating how we deliver our services is an important part of ensuring the regulated community receive a continually improving service.
We take all complaints seriously and aim to resolve them in a fair and timely manner.
How to complain
Our complaints process has 2 stages:
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informal: please raise your concern or issue with the appropriate team using their dedicated mailbox
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formal: if you are not satisfied with the response you can escalate your concern or issue by completing our online complaints form and emailing it to: ASRUOperationalRelationshipManagement@Homeoffice.gov.uk.
Where we cannot help
Any complaints relating to enforcement cases under investigation cannot be progressed until the case has concluded.
Our standards for handling complaints
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when we receive your complaint, you will receive an automated response with key information
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we aim to complete our investigation into your complaint within 20 working days of receiving your complaint
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if we cannot send a full reply within 20 working days, we will tell you the reason why and let you know when we will be able to reply in full
If you wish to provide new information or evidence at any time throughout the complaints process, you are welcome to do so. However, this may delay your case. If this should happen, you will be notified of the expected revised timescales.
In our response to your complaint we will:
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explain anything that went wrong
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set out any steps that have been or will be taken to put matters right
Concerns or issues that can be raised
You can raise with us any aspect of the regulatory service provided by ASRU that you disagree with such as:
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the outcome of a decision
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a member of staff that has acted incorrectly
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work has taken longer than our published indicative timelines
We will tell you if we need to investigate the issues you raise in more detail.
Please note, any complaints or issues regarding ASRUs policies should be sent to the Animals in Science Regulation Policy Unit animalsinsciencepolicy@homeoffice.gov.uk
Unresolved complaints
If you are unhappy with the outcome of your complaint or believe your complaint has not been dealt with properly, you should contact us again and ask for your complaint to be escalated to the Head of ASRU to review.