Here at Sedgefield Borough Council we are constantly striving to provide and improve upon the high quality services offered to our customers.
And, at the same time we appreciate that occasionally things do go wrong and this causes disappointment with the services we provide.
On the other hand, when you are happy with our services, we would like to know about it. Let us know what you like about our services, and if necessary any recommendations you can give to improve them.
If you are unhappy with a service, let us know why and what you believe is necessary to put it right. Your views are vital to help us improve our service quality.
Our complaints process is divided into 3 stages, and wherever possible we aim to quickly resolve all complaints.
Here we look to resolve a complaint quickly and satisfactorily on an informal basis. We ask that you make your complaint to the person dealing with the request or their departmental supervisor. A complaint can be accepted in any form and need not be in writing.
Every effort will be made to respond immediately. If further investigation is required, you will be notified when we expect to give a response, hopefully within 10 working days.
If we cannot resolve the complaint at this stage, you can ask for it to be referred to Stage 2. If possible, can you put your complaint in writing (letter, e-mail, fax or on a Feedback Form).
A more senior member of staff becomes involved at this stage to consider the complaint and inform you of the outcome.
Again every effort will be made to respond to Stage 2 complaints (in writing if requested) within 10 working days.
Should a detailed investigation be necessary, an explanation and expected completion date will be given to you, once more within 10 working days. Progress reports will be given at 10 working day intervals until the complaint has been resolved.
If you are still not satisfied with the response given you can ask for your complaint to be referred to Stage 3. Again, if possible, can you put your complaint in writing (letter, e-mail, fax or on a Feedback Form).
Here an Officer from the Customer Relations Section, who is independent of the service department and acting on behalf of the Chief Executive Officer, will consider your complaint.
Every effort will be made to respond to Stage 3 complaints (in writing if requested) within 10 working days.
If a detailed investigation is required, an explanation and expected completion date will be given to you within 10 working days. You will receive progress reports at 10 working day intervals until your issue is resolved.
At all stages, every effort will be made to respond as quickly as possible.
How to make a complaint:
1. By telephone to (01388) 816166 (a minicom system is available for the hearing impaired on (01388) 815613).
2. By e-mail to info@sedgefield.gov.uk
3. By completing the Feedback Form on this website.
4. By completing and posting the tear off slip in the Feedback Form located in most Council and Public buildings.
5. In writing to either the department (stage 1 and 2) or to Customer Complaints (stage 3) at Sedgefield Borough, Council Offices, Spennymoor, Co Durham DL16 6JQ.
6. In person to a member of staff from the appropriate department (stage1 and 2) or to a Complaints Officer (stage 3).
7. Through a Borough Councillor.
8. Through a representative
Translations, interpreters, audiotape and signing are available upon request.
Local Government Ombudsman
If you are unhappy with any aspect of your complaint, you can refer the matter to the Local Government Ombudsman (www.lgo.org.uk)
The Local Government Ombudsman is independent and investigates allegations of maladministration causing injustice to the person who has complained.
The Ombudsman investigates complaints about council matters including housing, planning, council tax, housing benefit and refuse collection.
The Ombudsman who deals with Sedgefield Borough Council can be contacted at:
Local Government Ombudsman
Beverley House
17 Shipton Road
York
YO30 5FZ
Tel: (01904) 380200
Fax: (01904) 380269
Web site: www.lgo.org.uk
A leaflet is available outlining the services of the Local Government Ombudsman called - "Complaint about the Council? How to complain to the Local Government Ombudsman".
You can receive a copy by calling or writing to the address above, or you can download it from the Ombudsman's website.
Copies are also available here at Sedgefield Borough Council (01388) 816166.