Our standards

The following standards apply across the Food Standards Agency - to our headquarters in London, our Executives in Scotland, Wales and Northern Ireland, and to the Meat Hygiene Service.

If you write to us by letter, fax or email, we will:

• try to answer the questions you ask or explain why we can't
• aim to send you a full reply within 20 working days of receiving your letter;
• if we can't meet this target, we will let you know why and let you know when you will get a full reply.

If you want to see us at our offices, we would be grateful if you could make an appointment. If you have an appointment with a named person, they will see you within 10 minutes of the appointment. If you have not made an appointment, someone will see you within 30 minutes of your arrival. If we can't meet these targets, we will give you a full explanation of any delay.

If you telephone us at the Food Standards Agency, we will aim to answer your call within 30 seconds. We will:

• try to answer the questions you ask or explain why we can't
• if we can't answer your enquiry ourselves, we will try to give you the name and telephone number of someone who can help you.

We will identify ourselves by name in all correspondence, on the telephone and in face-to-face contact with you. Where appropriate, we will also wear name badges or provide name plates at meetings we organise.