The policy aims to ensure that:
- All members of the public know how to feedback to the Council and the process of making a complaint is simple;
- All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;
- Improved customer relations are built by resolving feedback during the initial stages wherever possible.
All feedback is recorded and monitored so that we learn from feedback and take action to improve services.
There are four stages of complaints/feedback:
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Stage 1 |
On the Spot
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If you wish to complain about a service, express an opinion on services or policy, give praise or make a suggestion, you are able to do this by telephone, email, correspondence, eform or in person if you wish at the Town Hall. |
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Stage 2 |
Referral, Investigation & Reply
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If you feel the response to your complaint under stage one is unsatisfactory, the next stage is for the complaint to be referred to the Customer Services Management Team who investigate and liaise with the relevant service head.
You will receive a response within 10 working days. If an interim reply is needed, you will be given a timescale by which a full reply will be received. |
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Stage 3 |
Internal Review
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If you feel the response to your complaint is still not satisfactory, you must advise us within one calendar month of the date of the response from Stage 2 otherwise the case will be closed. The Chief Executive / or relevant Director will then conduct an Internal Review. At this stage all communication will be with the Chief Executive / or relevant Director. A full response will normally be received within 15 days.
If by this stage you have not already involved one of your ward Councillors, then you may wish to do so. The role of your Councillor will depend on the issue being investigated. The Borough Councillors names by ward can be found on this website with telephone numbers and email addresses. If you do not have access to the internet / email then you can telephone the Council's Customer Services' department for your councillor's details on 01372 732000. |
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Stage 4 |
Referral to Local Ombudsman
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If you are unhappy with the results of Stage 3, you may take your complaint to the Local Government Ombudsman (see contact details below). The Ombudsman is an independent person appointed by the Government to look at complaints. This is a free service.
In most cases, before they can investigate a complaint, we must have had a chance to answer it. If you have not complained to the Council, please do so before contacting the Ombudsman direct.
The Ombudsman will ask us what been done so far to resolve the complaint. They may feel that every reasonable action has been taken or may decide to look into the matter further. When the Ombudsman investigates a complaint, Councillors and employees may be interviewed. A report is made to you and to us and where appropriate, action will be recommended dependent on the Ombudsman's findings.
A booklet 'Complained to the council? Still not satisfied?' is available from the Town Hall, or on our website, or from the Ombudsman's Office.
Contact details are:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 0300 061 0614
Fax: 024 7682 0001
Email: advice@lgo.org.uk
Website: www.lgo.org.uk |