A guide to the standard of service that we provide to all our customers
- You may contact us by email, letter or phone. It will help us to investigate your case if you set out the facts as fully as possible. Please remember to quote your Single Business Identifier (SBI).
- For the Single Payment Scheme (SPS) you should address your enquiry to the Customer Service Centre (CSC).
- For non SPS matters you should address your enquiry to the person dealing with your case.
- We will thoroughly investigate the matter and aim to give a response within 15 working days, if this is not possible, we will tell you the reason for delay.
- If you are still not satisfied you can write to our Customer Relations Unit (CRU) at:
Customer Relations (621KH)
Rural Payments Agency
PO Box 69
Reading
RG1 3YD.
Fax: 0118 939 3817 or 0118 953 1467
Email: customerrelations@rpa.gsi.gov.uk
Customer Relations staff play no part in managing any of our schemes and will look at your complaint on your behalf. They will investigate your case for you objectively and will normally report back to you within 15 working days.
- If we have still not dealt with your concerns, you can ask your MP to take up your case with us or pass your case to the relevant minister or the Parliamentary Commissioner for Administration (the Parliamentary Ombudsman, who is entirely independent of the Government).
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