We need your complaints to help us improve. We always aim to give the best possible service, but sometimes things go wrong. If that happens, we want to put things right and learn from our mistakes.
We want to hear from you, if we have:
- failed to do something we said we would
- done something wrong
- treated you unfairly
Remember we are here to help, so please don't worry if you want to make a complaint. We welcome the opportunity to put things right.
Detailed below is our complaints process and how to make a complaint. There are three stages, but we sort out most complaints at Stage 1.
Initial approach (Stage 1)
If you have been dealing with someone in the County Council and find there is a problem, please try to speak to that person first or to the manager concerned.
- Otherwise, you can send us your complaint in one of the following ways:
send it to a manager, by letter, fax or e-mail, or on a computer disk or audio cassette
- If you don't know the name of the appropriate manager send it to the Corporate Complaints Team using the details on the right.
- use the Customer Comment Card available at our receptions and libraries
- Complete the Online Customer Comment Form
It will help us, if you include:
- details of the complaint
- who you have dealt with
- what you would like us to do to put things right
Within five working days of receiving your complaint, we will either give you a full response or tell you who is investigating it.
Within 10 working days of receiving your complaint, we will give you a full response or tell you why there has been a delay and when you can expect a full response.
If you are still unhappy (Stage 2)
If you are still unhappy after Stage 1, you can take your complaint further. We will give you the address and telephone number at the end of Stage 1 of the senior manager to contact.
It is probably best if you put your complaint in writing. However, if you prefer, you can telephone the senior manager concerned.
Within five working days of receiving your complaint at Stage 2, we will write to tell you who is dealing with your complaint on behalf of the senior manager.
Within 20 working days of receiving your complaint at Stage 2, we will send you a full response or tell you why there has been a delay and when you can expect a full response.
Independent Review (Stage 3)
We do our best to make sure we sort out all complaints by the end of Stage 2, but occasionally this is not possible. If you are still unhappy, you can send your complaint to the Chief Executive. We will give you the address to write to at the end of Stage 2.
Within five working days of receiving your complaint, we will write to let you know who is investigating it on behalf of the Chief Executive. Within 30 working days of receiving your complaint, we will send you a report giving the results of the investigation or tell you why there has been a delay and when you can expect a response.
When we send you the final report, we will also enclose information on how you may take your complaint further, to the Local Government Ombudsman.