Complain about a decision of the ASA Council
If you want to complain about a decision of the ASA Council (either a final ruling or a decision of the Council to not investigate your complaint) you should direct your concerns to the Independent Reviewer of ASA Council Rulings, Sir Hayden Phillips.
Continue reading for more information and to find out if you are eligible.
Making a complaint under the ASA’s service complaints procedure
If you are unhappy about an aspect of the service you have received from the ASA and are not eligible to apply to the Independent Reviewer, you can contact us using the form at the bottom of this page. We will consider your concerns, learn from any mistakes and try to improve the service that we offer. Service complaints are regularly reviewed by a senior member of staff. We will not provide detailed responses where that review concludes the service complaint is not merited; however we will advise you of the outcome. If you contact the Chief Executive or any other member of ASA staff instead of using this route to making a service complaint, they will forward your complaint for review under our the normal process.
We will review service complaints if they are made within 21 days of notification of the date of the incident about which you have concerns. When you contact us, you should make clear why you are unhappy and provide examples of the failures that you believe you have identified.
If the senior member of staff responsible for reviewing service complaints identifies that your concern is merited, they will contact you to explain how they will address your concerns and put right anything we have done wrong as quickly as possible. If their conclusion is that your complaint is not merited, you will be informed of that. Please note that there is no further route of appeal after notification from the senior member of staff.
Recording service complaints
We will record details of complaints on our case management database. The member of staff dealing with the complaint will be responsible for maintaining those records.
Making a complaint about the ASA's service