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Customer service at Ordnance Survey

We are committed to providing a quality service and quality products and ensuring customer satisfaction. We welcome your feedback to help us meet and exceed your expectations.

Our Customer Service team answers almost 10,000 enquiries every month. These can be general enquiries about our products and services or answering a wide range of questions, for example:

  • Which maps show cycle routes?
  • How do I apply for a licence?
  • Which map can I use for walking in the countryside?
  • How do I open a trade account with you?

Our Customer Service Centre will also take details of your comments and suggestions.

Our Customer Service Centre can supply a wide range of free literature including:

  • Services for business customers.
  • Map reading made easy – a popular leaflet explaining how to read a map and navigate with a compass (try our interactive version).
  • Mapping Index – to help you choose which map you need.
  • Our Annual Report and Accounts.

We strive to provide excellent customer service and welcome comments and suggestions to help improve our products and services.

For many years we have:

  • consulted with our user groups;
  • been involved with major utilities, local authorities, the professional sector and the general public;
  • remained open to comment, suggestion and criticism;
  • carried out regular market research; and
  • used feedback from customer surveys to improve products and services.

Email, call or write to our Customer Service Centre.

Learn about our service standards and performance to date.

Making a complaint

General

We strive to ensure our products and services meet your requirements. If you are not completely satisfied, a formal complaints procedure has been developed to ensure we address the problem and put things right.

If you wish to make a complaint, please contact us. We will strive to resolve any problem in an efficient and timely manner.

If you feel your complaint remains unresolved, you can ask the Customer Complaints Officer to refer it to our Customer Service Manager, who will personally review the matter and consult the Director General and Chief Executive where appropriate.

Complaints about our licensing under IFTS or PSI

We have been accredited under the Information Fair Trader Scheme and are committed to upholding its principles. If you have a complaint about our compliance with the standards set by the Scheme or about any aspect of our accreditation under IFTS or about our compliance with the Re-use of Public Sector Information Regulations, we will investigate it thoroughly. Read details of the stages of our internal complaints process. You should make your complaint in writing by letter, fax or email to your Account Manager or to our Customer Service Centre, marking your correspondence “Complaint under IFTS” or “Complaint under Re-use of Public Sector Information”.

If you are unhappy with the way that we have handled a complaint under our IFTS or PSI procedures; are not happy with the response we have provided or feel that the response is factually inaccurate and you wish the Office of Public Sector Information to investigate further, please see the IFTS complaints procedure for details of the relevant process.

Freedom of information

You will find full details of our policies and processes of compliance with the requirements of the Freedom of Information Act 2000, (FOIA). If you are unhappy about the way in which we have dealt with an enquiry under FOIA and wish to appeal please make your complaint in writing by letter, fax or email to:

The FOIA Appeals Officer at our Customer Service Centre using our contact details, marking your correspondence “FOIA Appeal”.

IFTS and PSI internal complaints process

1. You will receive an initial acknowledgement to your complaint from either your Account Manager or the Customer Services team.

Your Account Manager or the CSC will review your complaint and provide a response – usually within 10 working days, but this may vary depending upon the complexity of the matter. We will keep you updated regarding anticipated timescales for our response.

2. If you are unhappy with our response, you can reply and request that the matter is escalated to the business group Director. We would hope to review and respond to you within 10 working days, but in any event will keep you updated on timescales.

3. If you feel that the response is either factually inaccurate or you are not happy with the response or with how the process has been managed, you may request that the matter is referred to Peter ter Haar, Director of Products and Innovation and Chair of our Pricing and Trading Group.

4. If you are not happy with our response at this stage, or at a previous stage if you consider that the response is factually inaccurate, you should refer the matter to the Office of Public Sector Information as a formal complaint.

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