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, therefore we welcome compliments so that we can ensure the good practice continues and spreads to other services. However it’s also important that we know when we need to improve.

In the event that you feel that you have not received the standard of service you expect from the benefits service, the complaints, comments and compliments procedure will help us maintain and improve the high standard of service we provide.

If you feel it necessary to make a complaint, there are several ways this can be done

Following receipt of your complaint, we will deal with your enquiry quickly and efficiently.

• your complaint will be thoroughly investigated by a senior manager in the benefits section. 
• we will send you a letter within five working days of receiving your complaint. This letter will either respond in full to issues raised in your letter or acknowledge that we have received your letter are looking into 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 ten working days of receipt. Sometimes more complex issues may take longer but we will keep you informed of the progress.     

Ward surgeries provide an opportunity to raise issues and discuss problems with your local councilor. The times and dates of these surgeries are advertised locally - for further details please call 442141 /442142 /442139.

However you choose to contact us to raise your concerns you can be sure that your comments are analysed and used to improve our performance and determine whether or not new policies, practices or services are needed.