How will the council deal with my complaint?

The views of our residents, service users and customers are important to us. Breckland Council is committed to high standards of customer care, service delivery and performance.

If we do well, it is always good to know, however when things go wrong we want to know about it, so we can take steps to avoid it happening in the future and improve our services.

Breckland Council's complaints procedure

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Most complaints are sorted out quickly and amicably at this stage. Some complaints may take more time to investigate, but we will keep you informed of our actions and the progress we have made.

The aims of this procedure

• Provide an effective means for customers to complain if they are dissatisfied with the service they receive.
• Ensure complaints are dealt with in a courteous, efficient manner and are resolved without avoidable delay.
• Provide customers with a formal method of challenging decisions we have made.
• Analyse data and trends about our services, to inform future policy and service planning.
• Maintain records of complaints made so that reviews can be produced for monitoring and public accountability.

The complaints procedure has two stages:

Stage one

• This is the investigation stage.
• Responsibility sits with the Team Leader/Manager of the relevant service.
• The purpose is to fully investigate the complaint and the emphasis is on trying to reach a resolution.
• We aim to respond within 15 working days.

If a resolution cannot be reached, the complainant has the right to escalate their complaint to stage two.

Stage two

• This is the review stage.
• Responsibility sits with the relevant Manager/Assistant Director/Director of the relevant service.
• To carry out a review of the response we provided to the complaint at stage one, as well as any new relevant information provided by the complainant.
• We aim to respond within 20 working days.

What happens next?

If your complaint is considered to be justified, you will receive, at least, an apology. Whenever it is in the council's power to do so, appropriate remedial action will be taken. Our aim is to resolve the root of the problem and, when appropriate, to change the way we work to provide a better service in the future.

If you are still not satisfied after both stages of this procedure, you can complain to the Local Government Ombudsman. Their contact details are:

Telephone: 0300 061 0614

Website:Local Government Ombudsman