Customer services

It is our aim to manage our services efficiently, economically and with regard to the needs of all our customers. Fera's Cambridge Office has been granted a Certificate of Assessment confirming that our Quality Management System is in conformance with ISO 9001: 2000 standard. We would welcome any comments or complaints you may have.

ISO 9001:2000 Certification

In October 2005 Fera's Cambridge Office was granted a continuation of our Certificate of Assessment confirming that our Quality Management System continues to conform with ISO 9001:2000. Further details may be obtained from Tony Watts - telephone +44 (0) 1223 342374.

• Quality Manual

Comments

You may communicate to us by email -

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Administrative complaints procedure

We try to prevent problems by:

• i. offering free information on Plant Breeders' Rights, National Listing and Seed Certification;
• ii. being easy to contact and willing to listen;
• iii. operating a service that ensures no discrimination and promotes equal opportunities and good race relations;
• iv. working towards an ISO 9001:2000 quality standard, which involves regularly checking our systems and monitoring complaints to see where we can improve.

However, if for any reason you feel dissatisfied with the service you receive from our office, please do not hesitate to contact either: -

Tony Watts
Quality Manager
Telephone: +44 (0) 1223 342374

or alternatively you can write to Fera's Cambridge Office.

A response will be provided within 15 working days and we hope that any complaint will be satisfactorily resolved in this way.

If you wish to take the matter further please contact one of the following: -

• i. write to the Controller of Plant Variety Rights or Head of Policy . He will look into your complaint and reply within 15 working days;
• ii. contact your MP, or, through your MP, the Parliamentary Ombudsman;
• iii. contact the relevant Minister or Secretary of State for Environment, Food and Rural Affairs;

Please note this procedure applies to complaints relating to administrative processes undertaken by the Office. This is NOT the procedure for appealing against any of the outcomes of processes operated by this Office under various schemes.