Service standard statement

1. Courtesy and helpfulness
   We aim to be courteous, helpful and accurate at all times. We will avoid the use of technical jargon wherever possible. The confidential nature of many of the discussions between our stakeholders and ourselves will be respected at all times. Staff will give their names during all telephone conversations, in all correspondence and at meetings.
2. Prompt response
   We aim to answer all correspondence within a deadline of 10 working days. If we are unable to respond fully within this time for any reason, we will contact you to let you know why and when you may expect a full response.
3. Meetings
   We are always happy to meet our stakeholders, but if for any reason a meeting has to be cancelled, we can rearrange a new appointment at a mutually convenient time.
4. Access to information
   We will comply with all our statutory responsibilities to provide access to information on biocides and non-agricultural pesticides.
5. Keeping you informed
   We will keep our stakeholders informed of developments in legislation or procedures which may affect their applications or authorisations/registrations.
   
   To receive the latest news and information on biocides and non-agricultural pesticides from HSE sign up to be added to our e-Bulletin service.
6. Complaints procedure
   If you feel that the service you have received has fallen below the standards you would expect, please let us know and we will try to ensure that action is taken to improve matters. You should initially contact the person you have been dealing with over your application or enquiry.
   
   If you are still not satisfied, you should write to the Head of the Unit at the address given below. The matter will be investigated and you will receive a reply within 10 working days of receipt of your complaint.
   
   Dr Steve Fairhurst (Head of Unit)
   Redgrave Court
   Merton Road
   Bootle
   Merseyside
   L20 7HS
   
   If you remain dissatisfied, you can write to the Chief Executive of the Health and Safety Executive at the following address:
   
   

   Mr Geoffrey Podger (Chief Executive of the Health and Safety Executive)
   Rose Court
   2 Southwark Bridge
   London
   SE1 9HS