Compliments and complaints
General information about complaints and compliments
The council aims to ensure that you receive the best possible service at all times. One of the best ways to do this is to listen to what customers have to say about the services. If anything has gone wrong it is important that it is reported, so that any faults can be put right quickly.
What is a complaint?
A complaint is an expression of dissatisfaction, however made, about the standard of service, action or lack of action by the council or its staff, affecting an individual customer or a group of customers.
A complaint does not include:
- Request for a service (e.g. housing repair)
- Request for information or explanation of council policy or practice
- Matters for which there is a right of appeal within the council or to an independent tribunal
- Matters relating to a request for a service that has been previously notified to the council and is awaiting action within an agreed timescale (e.g. a non-urgent housing repair that may be actioned up to 28 days after notification)
- Matters where the council is not the provider or commissioner of the service
- Issues about the conduct of a serving borough or parish councillor (See details of how to make a complaint about a councillor)
What is a compliment?
A compliment is an expression of satisfaction, however made, about the standard of service, action or individual staff member's performance affecting an individual or group of customers. A compliment can be made by filling in the compliments form, in writing, over the telephone or by email to the Democratic Services Officer:
Tel: 01455 255879).
Alternatively, you can contact the appropriate officer or line manager.
If you require any further information, please contact the Democratic Services Officer by telephone on 01455 255879 or by email: email@example.com