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Chemicals Regulation Directorate - Statement of General Service Standards we aim to achieve

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Courtesy and helpfulness

We will be courteous, helpful and accurate in our dealings with you at all times. We will avoid the use of technical jargon wherever possible. We will provide clear and straightforward information and advice in accordance with our role and responsibilities and explain our understanding of the legal requirements which underlie our positions and actions.


We will do everything we can to make ourselves available to everyone needing our services, including those with impairment or disability. Please let us know how we can help.

Prompt response

We will answer all correspondence within a deadline of 10 working days of receipt. If we cannot provide a complete reply within that time for any reason we will contact you to let you know why and when you may expect a full response.


Where we agree with you that the best approach is to meet, we will swiftly arrange a suitable date with you. We will keep the appointment to the time agreed. If, exceptionally, we cannot then field the intended person(s), we will provide an appropriate substitute(s) or, if you wish, arrange a new appointment at a mutually convenient time.

Confidentiality and public access to information

Within the constraints imposed by any relevant legislation, we will respect confidentiality wherever appropriate. We will observe the provisions of the Data Protection Act 1998 and any personal information you provide to us will be treated in accordance with that legislation.

The Freedom of Information Act 2000 and The Environmental Information Regulations 2004 give you the right to request information held by the Health & Safety Executive including the Chemicals Regulation Directorate.

Advice and information on how to make requests under the FOIA and EIR can be found at the Information Commissioner's Office.

Complaints procedure

If you feel that the service you have received from us has fallen below the standards you would expect, please let us know, and we will take action to put things right. You should initially contact the person in the Directorate you have been dealing with. If they cannot deal with the matter to your satisfaction they will then treat your enquiry as a complaint and pass it to a more senior officer.

Your complaint will be thoroughly investigated and you will be sent a written response within 10 working days of it being received. If, however, we are unable to send out a final response within that timescale we will send you an interim reply telling you why and when you may expect to know the outcome.

Most complaints are settled in this way. However if, following our investigation, you still feel that your complaint has not been resolved you can take the matter up under the Health & Safety Executive’s Complaints Procedure.

Please note that we are unable to deal with any generic complaints about the EU system or any other Member States. Please contact the Member State concerned or the European Commission directly, to do so please view the following document:

September 2012

Updated 2020-11-10