Complaint Policy

How to submit: use the complaint form under Citizen Services. Contact-page messages are handled separately and receive a reference number in the format CON-YYYY-000000.

Acknowledgement: every complaint receives a tracking number in the format MAK-YYYY-000000 plus a private tracking link. Keep both — they are the only way to view your case status.

Verification: viewing a complaint's status requires the tracking link and a one-time code sent to the email you provided, so that no one else can read your case details.

Process: complaints are reviewed, then where appropriate forwarded to the relevant department with a response deadline. Each status change (received, under review, forwarded, in progress, resolved, closed) is recorded and visible on the tracking page.

Rejection: complaints that are abusive, defamatory, duplicated, or outside the office's remit may be rejected, with the reason shown on the tracking page.

Follow-up: to add information, chase progress, or ask for your data to be deleted, use the contact form on the Contact page and quote your tracking number.