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Comments, Compliments and Complaints - Tell Us What You Think

We want you to let us know if you've got a comment to make on any of our services, whether it's good or bad. 

 

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.

 

How to send us your comment, compliment or complaint

You should contact our Customer Services team as soon as you can using the online form or you can call us, write to us or come in and see us - our contact details can be found at the bottom of the page.

You can also ask your councillor to contact us on your behalf.

If you like you can use one of our 'Tell Us What You Think' packs which are available at all our offices or we can send one to you, just let us know.

We want to hear from you as soon as possible, especially if we need to take action to put something right, contact us if you're not sure whether or not to make a formal complaint.

 

What you can expect from us

If you make a comment, compliment or complaint in person, either at one of our offices or over the phone, we will do our best to resolve the matter for you as soon as possible, and at the latest within 3 working days. We call this a Frontline Resolution.

When you make a comment, compliment or complaint to us in writing - by email, letter or on one of our complaints forms - we will send you an acknowledgement within three working days of receiving it and will give you a detailed response within 15 working days. We call this a Formal Investigation.

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

Sometimes things go wrong and we need your help to put them right.

If you make a complaint we will:

 

  • send you a full response to your verbal complaint within 3 working days

  • send you an acknowledgement of your written complaint within three working days of receiving it, and a full response within 15 working days

  • treat your complaint confidentially

  • record full details of your complaint         

  • give you a complaint reference number

  • give you an explanation

  • put things right where we can, and tell you what we've done

  • apologise if we were at fault

 

If you're not happy with our decision 

If you've made a complaint but you're not happy with our decision, or think we've handled things badly, contact our Customer Services Manager (contact details are the same as the Customer Services team) who will investigate your complaint. We will carry out an Internal Review and send you a written response within 20 working days.

 

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 yourself.

The Ombudsman is there to deal with the way in which a decision is made, not with the merits of our decision.  Take a look at the Local Government Ombudsman website for details of what they can and can't do and how to make a complaint to them.

Contact Details

  • Connect NE Customer Services
  • Saltergate, Chesterfield, Derbyshire, S40 1LF
  • Location Council House
  • Telephone 01246 231111