We value your feedback
We are conscious of the importance of remaining open and accountable and we conduct all our business accordingly. As part of our quality management system, which is certified to the International Standard ISO 9001, we are committed to record, act upon and report all feedback received. Complaints or negative comments are taken seriously, handled through established procedures and, where appropriate, action is taken as part of our commitment to continuous improvement. We also welcome and record any positive comments you may have and these are passed on to relevant staff and management.
What happens if I write to the PLA? How do I know you have received my correspondence?
We will acknowledge receipt of your letter within five days and inform you who is dealing with your letter and the action being taken.
What happens if I telephone?
You can contact us via telephone. If you have a complaint we will endeavour to resolve the matter there and then. If we cannot address it promptly, or if circumstances warrant, we may ask you to put your comments in writing - either by e-mail, fax or letter.
What happens if I use the website?
You can contact us via our website. You will receive an automatic acknowledgement when your feedback is received. We will deal with the matter as quickly as we can and will endeavour to keep you informed of progress.
What happens next?
Your correspondence will be passed to the most appropriate member of staff for attention and, if appropriate, a full investigation.
How long will an investigation take?
We try to deal with comments as efficiently and effectively as possible, but the time needed for an investigation will depend on the nature and circumstances of the matter.
What happens after the investigation takes place?
We will continue to investigate your complaint until we determine the most appropriate action. A detailed response will be sent to you as soon as we have a conclusion, summarising any action taken, our view of the matter and any proposed further action.
If I am unhappy with the outcome of the process, what can I do?
If you are not satisfied with the outcome you should let us know. The matter will then be escalated to a more senior person for further consideration. He or she will review all actions and decisions that have been taken and will manage the issue to final resolution and closure. You will be kept informed at every stage in this process. Where necessary or appropriate, the matter will be referred to the PLA Board.
Various provisions of the Port of London Act allow for individuals and organisations to invoke appeal procedures on certain matters. Depending on the circumstances of the case, these appeals may be made to the Department for Transport, the Secretary of State for Transport, or the Courts. These provisions are set out under relevant sections of the Act and, should it become necessary, we will be happy to give further advice, depending upon the specific circumstances.
Are records kept?
All feedback received is logged and reported to senior management and the PLA Board under quality management procedures which are subject to external independent audit on a regular basis. All outcomes are reviewed by senior management and monitored against performance targets.