Comments, Compliments & Complaints
- Introduction
- Making Comments
- Making a Complaint
- Formal Complaints Procedure
- The Local Government Ombudsman
- How to contact us
Introduction
Our aim is to provide the best possible service to all our customers. We believe it is always good to know if we do things well but we also need to know when we do things wrong. Each year we talk to hundreds of residents through ward surgeries, public meetings/consultations. Your comments are analysed and used to improve our performance and determine whether or not new policies, practices or services are needed.
Ward surgeries provide an opportunity to raise issues and discuss problems with your local Councillor. The times and dates of these surgeries are advertised locally - for further details please telephone (01925) 442141/442142/442139.
If you have a complaint or problem we will do our best to put it right. We will endeavour to do this quickly and effectively and ensure that similar problems do not occur again.
We also welcome any comments or suggestions you have about how we can improve our services. If you have experienced any difficulties using any service or need more information - do let us know!
Making Comments
Everyone concerned with planning and delivering services would welcome feedback on how well you think we are doing. We want to learn from your experiences of using the services. If you compliment us on doing something well we can ensure the good practice spreads to other services. You may have suggestions on ways we could improve things. You may simply want to make a comment. Why not let us know by writing to the department concerned or by filling in a feedback form at one of the Council’s reception points, the Information centre at Warrington Market or your local library. If you give us your name and address we will send you a reply. Alternatively you can complete our online form.
Making a Complaint
Sometimes we may do something you do not like or may be unable to do something you would like us to do. Please tell us if you are not satisfied with the way we have treated you.
Contact the service concerned either in person, by phone or in writing and explain the problem. Where we have let you down we will apologise, explain what went wrong and tell you what action we will take to put things right. Most problems can be sorted out on-the-spot. If you write to us or are not happy with our response to your visit or phone call then your complaint will enter our formal complaints procedure.
Formal Complaints Procedure
For some services there are special complaints and appeals procedures, set up by law. If these apply to your complaint our staff will tell you and give you details of how to take your complaint forward.
Otherwise, the complaint will be dealt with as follows
- Your complaint will be thoroughly investigated by a senior manager in the appropriate department.
- We will send you a letter within 5 working days of receiving your complaint. This letter will either respond in full to your complaint or acknowledge that we have received it.
- The acknowledgement letter will tell you the name and telephone number of the person investigating your complaint.
- In normal circumstances we will deal with your complaint within 10 working days of receipt. Sometimes more complex issues may take longer but we will keep you informed of the progress.
If you are not satisfied the complaint can be referred to a more senior manager in the department. Your local Councillor(s) will be told about the complaint at this point. The same procedures for keeping you informed of progress will apply.
If you are still unhappy with the way we have dealt with your complaint you can contact:-
- the Chief Executive
- your MP or MEP
- the Local Government Ombudsman
You may, of course, at any time contact your local Councillor for advice or ask them to take up the complaint on your behalf.
The Local Government Ombudsman
We hope your problem will have been resolved long before this stage has been reached, but if you are not satisfied with the answers or the actions you can take your complaint to the Local Government Ombudsman.
Copies of the booklet 'How to Complain to your Local Ombudsman' are available on request from our reception points, information centre and libraries. The Regional Ombudsman's address is:
Beverley House
17 Shipton Road
York, YO30 5FZ
Tel: 01904 380200
Fax: 01904 380269
How to contact us
We want to hear from you by whatever means you prefer:
By telephone
Contact the Council's main switch board on 01925 444400, who will endeavour to direct you to the most appropriate Officer.
By letter
If you are unsure of whom to write to, then address your letter to the Director concerned and it will be passed to the correct officer on your behalf. To find out contact details of our Directors, please view the Service Departments page.
In person
You may wish to ask a friend or relative to come with you or even speak on your behalf. Every attempt will be made to find an appropriate officer to speak to you. However, it may be advisable to make an appointment.
Via your Local Councillor
For contact details of your local Councillor, please visit our Councillors page. Alternatively you can contact the Members Secretaries on (01925) 442141/442142/442139.
Online
You can also submit your feedback electronically by visiting the on-line forms section.
