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, or in person if you wish at the Town Hall. |
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Stage 2 |
Referral, Investigation & Reply
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If the stage one response is unsatisfactory, the next stage is for the complaint to be referred to the Customer Services Management Team. They will make the decision to investigate the complaint or forward it on to the Service Manager and/or Director. |
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Stage 3 |
Internal Review
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If you are still not happy with the outcome, we need to be advised within one month of the response from Stage 2. The Chief Executive will then conduct an internal review. If necessary you and/or the officers concerned may be asked to attend a hearing to help clarify the facts. Once the complaint has reached this stage the Chief Executive is in charge of dealing with the complaint and any further communication should be directed to her/him. |
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Stage 4 |
Referral to Local Ombudsman
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You may wish to contact the Local Ombudsman, however they will only intervene when the complaint involves an issue of maladministration. The main test of whether there has been maladministration is whether an authority has acted reasonably in accordance with the law, its own policies and generally accepted standards of local administration.
Local Government Ombudsman, 10th Floor Millbank Tower,
Millbank, London SW1P 4QP. Tel: 020 7217 4620
www.lgo.org.uk |