Please note
If your issue relates to an FOI/EIR request or a Subject Access Request, these are dealt with under separate statutory processes and not through this complaints procedure. See FOI complaints and Data Protection complaints for more information.
Stage 1 – Agent Review
If you have a concern or are unhappy with the service you have received from Ordnance Survey, please raise this with the Agent handling your case. You can do this by phone, using the Chat service or the online enquiry form.
The Agent handling your case will review the matter and provide you with a response within 10 working days.
Stage 2 – Team Manager Review
If you remain dissatisfied after the Agent Review, you may request that your complaint is escalated to the Team Manager. The Manager will review the details, consider the Agent’s response, and provide a further outcome within 20 working days.
Stage 3 – Director Review (Final Stage)
If you are still not satisfied with the outcome from the Team Manager, you may request a final review by the Customer Director. The Director will review all information provided and issue a final decision within 20 working days. This is the final stage of our complaints process.
Stage 4 – Complain to the Parliamentary and Health Service Ombudsman (PHSO)
As we are a public organisation, if you remain unhappy with our response, you may raise a complaint with Parliamentary and Health Service Ombudsman (PHSO).
Complaints are considered in line with the stages of our complaints process.
Where a complaint is submitted outside the normal process, it will be dealt with at the applicable stage.
This helps us to make sure that all complaints are handled fairly and consistently.