Comments, Compliments and Complaints
Tell Us What You Think
We want you to let us know if you've got a comment to make, whether it's good or bad, on any of our services. You can also make suggestions about how we can improve our services.
We want you to complain if you feel you've been poorly treated by any of our services and we will do our best to put things right.
We would also like you to tell us when we do something right. If you're particularly pleased with any of our services then let us know.
We want to hear from you if you've got anything to say about us.
What to Expect From Us...
When you make a comment, compliment or complaint to us, either using our online form, or through one of our leaflets (available to download at the bottom of the page), we will send you an acknowledgement within three working days of receiving it, and will give you a detailed response within 10 working days.
We will take your comments seriously. Anything you say will be treated in confidence and will not disadvantage you in the future.
When Things Go Wrong...
We all know that sometimes things go wrong. We are here to serve the local community and we want to sort out any problems quickly and fairly. We need your help to put things right.
If you have a complaint you should contact our Customer Services by e-mail, using the online form, by telephone, in writing, in person, or by using the 'Tell us what you think...' leaflet. The contact details for our Customer Services team can be found at the bottom of the page.
We Will...
- Send you an acknowledgement of your complaint within three working days of receiving it. You will receive a full response within 10 working days
- Treat your complaint confidentially
- Write down full details of your complaint
- Tell you who you have been dealing with
- Give you a complaint reference number
- Give you an explanation
- Where possible put things right
- Apologise if we were at fault
Still Not Happy?
Then write to our Head of Customer Services (contact details are the same as the Customer Services team) who will investigate your complaint.
If You Are Still Dissatisfied...
If you have followed this procedure with your complaint but still feel dissatisfied with our response you may ask your local Councillor to take up your complaint with the Local Government Ombudsman, or you can write directly to the Ombudsman.
The Ombudsman is there to deal with the way in which a decision is made, not with the merits of our decision. The contact details of the Local Government Ombudsman are:
Local Government Ombudsman
Anne Seex
Beverley House
17 Shipton Road
York
YO30 5FZ
Tel: 01904 380200
Fax: 01904 380269
website: www.lgo.org.uk/
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