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You are here: Home » Council, Government and Democracy » Comments, Compliments, Complaints
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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

 
When you make a comment, compliment or complaint to us 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

 
Sometimes things go wrong and we need your help to put them right.
 
If you make a complaint 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
  • 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.
 

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