1.2. The LGSCO has a fast track procedure for dealing with complaints made by, or on behalf of, children and young people up to the age of 19 (or 25 if they … This policy covers general complaints to the council about its own services. A compliment can let staff know that their efforts are appreciated. Get in touch if you have a complaint, compliment or enquiry. Any complaint relating to the misconduct of staff may be investigated using the Council's Staff Disciplinary Procedure. Requests for complaints to be reviewed at Stage 2 must include the reasons for your request to progress to the next stage and also your desired outcome. Please refer to their Website. Rate this page Feedback on this page. For statutory complaints, this is extended to 12 months. Getting help to make your complaint . How to make a complaint about other council services. If you are unhappy with the way we dealt with your complaint, contact the Scottish Public Services Ombudsman. A link to the Woking Borough Council Complaints Procedure (revised August 2018) can be found here. Complaints handling procedure [751Kb] Making a complaint leaflet [772Kb] 2020-21 Quarter 1 Complaints Report (April-June) [134Kb] 2019-20 Quarter 1 Complaints Report (April-June) [96Kb] 2018-19 Quarter 4 Complaints Report [95Kb] 2018-19 Quarter 3 Complaints Report [94Kb] 2018-19 Quarter 2 Complaints Report (July- September) [93Kb] We have a slightly different process for dealing with complaints about housing management issues compared to the rest of the council, although in both cases there is a simple two-stage process. On 18 June 2007, the Human Rights Council adopted resolution 5/1 entitled “Institution-Building of the United Nations Human Rights Council” by which a new complaint procedure was established to address consistent patterns of gross and reliably attested violations of all human rights and all fundamental freedoms occurring in any part of the world and under any circumstances. By letter . Make a complaint if you want to tell us there's a problem that we need to investigate. Typically, these complaints will be about alleged failures to show respect and consideration for others as required by paragraph 4(b) of the Members’ Code of Conduct. Council’s procedure, should you remain dissatisfied. Make a complaint about Housing Benefit, Council Tax Support, Free School meals or school travel pass awards. The majority of complaints generally fall under the first category and only occasionally move to the second option covered by paragraph 4 onwards. Coronavirus (COVID-19) | National lockdown: stay at home Council Tax portal Service Status | The Council Tax portal will be unavailable from 5pm on Friday 5 March until 8am on Monday 8 March 2021 for system maintenance. Watch Council meetings . We reserve the right to refuse a complaint at either stage 1 or stage 2 of the complaints procedure for example if there is any other process available to deal with the issue. You can submit a service request to many council departments online using the Report a Problem page of the website. Make a complaint; Social work complaints; Listening to you - our complaints procedure . Make a complaint about bins and recycling. The fluency duty. Misconduct by council staff. As part of our drive for better services, we want you to let us know when something goes wrong. Tell us, we are listening. where a service has a right of appeal - please use the relevant appeals procedure eg planning appeals; a complaint that has been heard by a court or tribunal; Services with a different complaint process. Complaints procedure Stage 1. Under the corporate complaints procedure, we would only usually consider complaints about issues that have occurred within the last 6 months. The Council's complaint procedure ; Contacting the Ombudsman ; Complaints. The Council delivers a wide range of services and whilst we endeavour to provide a consistent, high quality service, we also recognise that occasionally issues … They help us to understand what we do well and where we need to improve. Making a complaint. If we do refuse a complaint, we will explain why and tell the person making the complaint where else they can take their complaint (e.g. Habitual or vexatious complaints are defined as unreasonable complaints, enquiries or outcomes that are repeatedly or obsessively pursued. The same complaint is from the same customer, and it has already been investigated through all stages of the relevant Council complaints procedure. The Council recommends that complainants submit their requests for consideration of their complaint at Stage 2 within 20 working days of receiving the complaint response. The stages in making a complaint are: If you are unhappy with the way we have dealt with your landlord complaint, contact the Scottish Housing Regulator. We work hard to deliver high … Contents. The council’s Grievance Procedure for Staff is the appropriate procedure for dealing with complaints where the complainant has a personal interest. As some services have their own separate processes, we cannot respond to all complaints under this procedure. Raise a concern with missed collections or report fly tipping. The Council has also adopted a Local Resolution Protocol, in line with the recommendations of the Ombudsman, to deal with relatively ‘low level’ complaints made by another Member or Officer of Cardiff Council. The Council will not deal with anonymous complaints unless they raise serious issues about the conduct of an officer, member or the Council … Complaints about council staff. If we are unable to investigate your complaint for this reason, we will let you know and advise you what the correct process is. If you want to make a complaint about the service you've received from the council, you’ll need to tell us what your complaint is about so that we can direct you to the right team. All complaints should be made within 90 days of the date that the event occurred, or the date that the issue came to your attention. Complaints procedure. This procedure covers routine complaints and those that could be described as habitual and vexatious. However, the LGSCO will usually recommend that the complaint is initially pursued via our Complaints Procedure. You can also feedback about the entire site. Your views and experiences are important to us. Complaints Procedure Please note that due to the on going situation regarding the pandemic, the Council may take longer than usual to respond to your concerns due to the additional support and assistance we are giving to our residents and customers. As well as finding out about any complaints, we would also like to know if you have any additional comments (including compliments) about our services so that we can continue to provide a good service to you. Most complaints are dealt with under this procedure unless your complaint is about a school, social care services, councillors, Link4Life and Rochdale Boroughwide Housing. Some complaints include issues about the conduct of council staff or staff working on behalf of the Council. Make a complaint. Vexatious and persistent complaints. East Lothian Council Complaints Handling Procedure; If you are still not satisfied. Complaints performance. The Council and democracy Complaints Make a complaint; Services that don’t use the standard complaints form; How we deal with complaints; Taking a complaint further and appeals; Ways we might handle a complaint; Make a complaint. Your complaint will be treated seriously and in confidence. Complaints about Corporate issues . All other council services follow our corporate complaints procedure. This procedure sets out how we will respond to your concerns and complaints regarding our services. This means that problems can be resolved quickly. In such cases, the usual complaints procedure will be followed, but there are also separate processes governing these issues which may include the involvement of human resources and a review by our code of conduct officers. We define a complaint as any expression of dissatisfaction about our provision of, or failure to provide, a service we have responsibility for and when we have not put right any service failure in a reasonable timescale. In the UK Contact British Council Customer Service UK: Complaints about Children's & Young People's Services . We make no distinction between a ‘formal’ and an ‘informal’ complaint. This applies whether you pay for your care or if the local council funds it. How to complain, comment or compliment In person . Landing page to direct residents with complaints, comments and questions. Births, deaths and marriages . Complaints procedure services & information. Your complaint will be sent to the manager of the service that you are unhappy about. The Care Inspectorate has several offices around Scotland. Complaints procedure - general council services If you're not happy with something we have or haven't done, we want to hear from you. Business. Please note that if you are contacting the council to request a service, such as the collection of waste or highways maintenance, you will need to contact the relevant department directly. Gloucestershire Lieutenancy . Adult social care . Write to: Corporate Complaints Office Belfast City Council Freepost BT1 5BR. See what we mean by complaint. Corporate complaints policy and procedure. Complaints, Compliments, Suggestions and Feedback Tameside Council strives to deliver excellent customer service. This allows us to tailor our services to better meet your needs. What this complaints procedure does not cover. Complaints policy and procedure . When you make a complaint to the council it goes directly to the manager of the department that you’re complaining about. Note that feedback relates only to this page and it's content. A complaint is an expression of dissatisfaction about a council service that requires a response. Complaints, compliments and comments about Adult Social Care . You need to give as much detail as possible as this will help us investigate your complaint. Talk to a member of staff at any of our council venues. Challenge a decision or raise a concern about fraud. Council Tax . Bins and recycling. ... You can find out more about their complaints procedure, or make a complaint, by contacting them. For the complaints procedure for children's social care, see our page Make a complaint about children's social care. It does not cover complaints that are covered by other rules, such as: Planning appeals. If you wish to make a complaint, you can do so by email, letter or telephone, however we encourage you to make your complaint in writing wherever possible. Your complaint may involve more than one council service or be about someone working on our behalf. Our corporate complaints procedure has three stages: Stage One. Please provide your complete full name and not just your initials. If you have tried reporting the problem and it has not been resolved, you can complete our online form to make a complaint. Customer feedback and complaints form. to Local Government & Social Care Ombudsman). If this is the case your complaint will be progressed and we will advise you that an investigation is being undertaken. You should receive an acknowledgement within two working days and a reply within 10 working days. For example: You are not happy with how you have been treated; You feel we have repeatedly delivered a sub-standard service; Make a report. We will tell you which ombudsman you should contact, when we reply to your complaint. Social care complaints. Your council; Complaints and feedback; Make a complaint Make a complaint. To make a complaint about other services, please use the specific information below: adult social care. If your complaint is about the council as your landlord, you can contact the Housing Ombudsman. Your complaints help us know where we need to improve. Telling us about your issue will not have a negative effect on the service you receive. Adult social care complaints procedure [132KB] Corporate complaints procedure [162KB] Note: If you have a complaint about a care home, nursing home or any other adult social care service the first thing you should do is tell the home or service. Make a complaint about registrar services or raise a concern. If you are reporting something for the first time, such as potholes or missed bins, go to or search for the service you want from the homepage. We deal with complaints about our social care services slightly differently to other complaints.
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