We aim to provide the best possible service at all times and we welcome feedback from our licensees, partners and stakeholders - when we are getting things right and, just as importantly, when our service fails to meet our desired standards.

If you would like to provide feedback or make a complaint about the NSTA’s quality of service, including the Authority's consultation process, please follow the procedure below. We record and monitor all complaints to ensure we learn from them.

Feedback and complaints procedure

In the first instance, please discuss your concerns with the person or team you dealt with. They will usually be best placed to understand the situation and explain what happened. 

If this does not resolve the matter, please contact the NSTA Company Secretary, Dr. Russell Richardson, at Russell.richardson@nstauthority.co.uk. He will review your case and respond as quickly as possible.

We treat complaints in confidence and investigate them carefully and as quickly as possible, in accordance with the Government customer excellence standard.

We make every effort to send a full and clear reply within 20 working days of receipt of a complaint. If we cannot investigate a complaint fully within that time, we will let you know and keep you informed of progress.

Should you remain dissatisfied with our response, you may raise a complaint with the Parliamentary Ombudsman through your Member of Parliament.