Quick links:
You have a right to expect good quality services from us. You should always be treated fairly and courteously, to receive a reply within a reasonable time and to have any promises and procedures kept to. If for any reason you feel we have let you down, we want to know about it. We cannot try to put the matter right until you tell us what the problem is. The information you provide enables us to identify mistakes and ensure that they do not happen again.
How do you make a complaint?
If you think we have made a mistake, then in the first instance please just telephone, write to us of fill in a form on our report a problem web page.
If you feel your concern should be considered more formally or these usual channels of communication have left you dissatisfied, that’s when you should use the on-line complaints form. Alternatively, you can write us a letter.
The sort of things you may wish to complain about are:
- Have we been unfair?
- Have we not given you an adequate reason for a decision?
- Did our staff deal with you discourteously?
- Length of delay to receive service requested.
- Did we not follow the right procedures?
If you need assistance in filling in this form a member of the Corporate Team will be happy to help you. Please ring either 01473 825811 or 825751.
What should you do next?
Complete the online complaints form (or write a letter) and send it to:
The Corporate Team,
Babergh District Council,
Corks Lane,
Hadleigh,
Ipswich
IP7 6SJ.
How will we deal with your complaint?
The Head of Service will deal personally with your complaint. It will be acknowledged within 3 working days of being received and you will normally receive a full written response to your complaint within 10 working days. If this is not possible, we will let you know why and arrange another target. Our reply will let you know if we accept your complaint and what remedial action we propose to take. Alternatively, if we cannot agree to your complaint, we will give you a full explanation.
If you are not satisfied with the Head of Service's response, then you can complain to the Council’s Deputy Chief Executive. All you need do is write to him explaining why you are dissatisfied and expanding, if necessary, on the details you have already given us. He will look at the matter afresh and independently review your complaint. The reply will detail what our decision is and the reason for it.
If you are still not satisfied with our response then you can complain to the Ombudsman (who is totally independent of Local Government). Normally before the Ombudsman starts to consider a case, they will ask if the complaint can be sorted out locally (i.e. between you and us here at the Council). The Ombudsman will therefore normally have expected you to have used the Council’s Complaints Procedure, although you can approach them at any time.
We can let you have a leaflet explaining how the Ombudsman works and the types of complaints that can be considered – please contact the Corporate Team on either 01473 825811 or 01473 825751. If you need any help or advice in completing this form, we will be pleased to help you. Alternatively, you may like to contact your local Citizens Advice Bureau, who are always willing to assist if they can.
We would like to hear from customers who are pleased with the service they receive from Babergh District Council.
We are constantly endeavouring to improve our services and the way we deliver them as Customer Care is a top priority at Babergh.
So it’s important for us to know when we are getting things right.
Of course you are very welcome to compliment any of our staff personally on the service you receive.
If, however, you would like us to pass on your compliments to someone in particular, or compliment some aspect of our service in general, please complete the online compliment form and click on Submit.
We are here to help you
Our job is to provide you with the services you want. We will also give you the best value for money that we can.
Our aim is to put you first
To enable us to do this we will try to:
- Listen and give you straightforward answers
- Be friendly and helpful
- Find solutions to your problems
- Help you to help yourself
Further information is available from:
Corporate Team
Babergh District Council
Corks Lane
Hadleigh
Ipswich
IP7 6SJ
Annual monitoring of formal complaints reports to Council
Further Information
|