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Sedgefield Borough Council

Benefits Service - Complaints

We aim to provide a high-quality service for all our customers. However, we realise that things can sometimes go wrong. If you are not happy with any part of our service or a member of our staff, you have the right to complain. The next steps explain what to do if you have a complaint.

Step 1 - To make a verbal complaint

  • Phone us on free phone 0800 028 0990.
  • Give us your name, address and phone number, and full details of your complaint.
  • We will try to deal with your complaint immediately.
  • If we cannot deal with your complaint immediately, we will reply to you within seven working days.

Step 2 - To make a formal complaint

  • If you are still not satisfied after making a verbal complaint, you can make a formal complaint, in writing if possible.
  • You should send it to the Benefits Service, Sedgefield Borough Council, Council Offices, Spennymoor, DL16 6JQ.
  • We will tell you we have received your complaint, in writing, within three working days.
  • The Principal Benefits Officer will investigate your complaint and send you a reply in writing within seven working days.

Step 3 - If you are still not satisfied

  • You can ask for an independent investigation of your complaint.
  • Contact our Customer Relations Officer, who will carry out an independent review of your complaint.
  • A member of staff from the Chief Executive's Customer Relations Team may need to interview you and the members of staff involved.
  • We aim to give you a response within 10 working days about your complaint.

Step 4 - If you want to take the matter further

We will do everything we can to deal with your complaint to your satisfaction. Sometimes, this may not be possible. You may then ask the Local Government Ombudsman to carry out an independent investigation. However, the Ombudsman does not normally carry out an investigation until you have gone through our complaints procedure.

The contact details for the Local Government Ombudsman are as follows:-

Commission for Local Administration in England
Beverly House
17 Shiplon Road
York
YD3 5FZ

Tel. 01904 380 200
Fax. 01904 380 269
E-mail. enquiries@lgo.org.uk
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