A to Z of services: A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Print this page
Listen to our website
Change text size: A
A
A
High Contrast Version
 

Comments, Complaints & Feedback

 

We care about what you think

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.  

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 service.  If you compliment us on doing something well we can ensure the good practice spreads to other parts of the service. You may have suggestions on ways we could improve things.  Click the following link to view comments received.

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 Karan Waller or Paul Sinclair, by phone or in writing and explain the problem.  Alternatively there is a complaints book held at the Personal Development Centre Reception where you can record your comments. 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. Click the following link to view the options on how to make a complaint.

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.

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