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We are committed to:
- dealing with complaints and comments quickly and effectively;
and
- using complaints, comments and compliments to review and
improve our services
If you feel that we have got it wrong or have given you a poor
service tell the member of staff or their supervisor as this can
often be the quickest way of sorting things out. If you do not want
to do this or are unhappy with the response you get, you can make a
complaint.
How to complain
For further details as to how we will respond to complaints
please contact the Customer Quality Team on (01952) 382006 or via
email to
customer.quality@telford.gov.uk
Stage 1
The first thing to do is to complain
directly to the people who are responsible for the service you are
not satisfied with, either in person, by phone, in writing, by
email or through someone. Or, you can fill in this
Customer Feedback form. We aim to respond to
you within 10 working days. If the complaint is more complicated
we may take 20 working days but we will keep you informed.
Stage 2
If you are still not happy, you can
ask to have the matter investigated by an independent investigator
within the council. This review will be conducted by a manager not
involved in the original complaint. To move on to stage 2, please
ask us for an escalation form to outline in writing the
reasons why you are still dissatisfied.
If you have been through stages 1 and 2 and are still not
satisfied, you can appeal to the Local Government Ombudsman and
their contact details are shown below.
Making a Complaints, Comments &
Compliments
To make a complaint, comment or compliment about a council
service or member of staff please complete the online
Customer Feedback Form
If you have already contacted us via the web site your can
view the status of your feedback online
Other ways of complaining
You can also contact the following at any stage.
- Your local councillor - for details of your
local councillor(s) please click here or contact
Member Services at Civic Offices on 01952 380110
- The Local Government Ombudsman is an independent and
unbiased organisation, and its role is to investigate complaints
about local authorities.
The address for the Ombudsman covering this area is:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Email: advice@lgo.org.uk
Text: 0762 480 4323
You can get more information on the Local Government
Ombudsman by calling an advice line on 0300 061 0614 or visting
their website at www.lgo.org.uk.
What you can expect
- We aim to either acknowledge your complaint within
two working days. We aim to acknowledge your request for a stage 2
investigation within five days.
- Our target is to give you a full response within 10
working days. However, if your complaint is complicated it may take
longer to sort out, but we will keep you informed.
- We will treat your complaint confidentially, and
fairly, and you should not be treated negatively as a result of
making a complaint.
- We run the 'complaints, comments and compliments'
procedure in line with our equalities policy.
- Where we are at fault, we will do our best to put
things right.
How to contact us
Write to us at:
Customer Quality Team
Lower Ground
Civic offices
Telford
TF3 4WZ
Phone: 01952 382006 (Monday to Friday, 8.30am to 5.15pm)
E-mail:
complaints@telford.gov.uk
Minicom: 01952 382500
We can also provide this information in large print, in Braille or
on audio tape, if you ask us.
If you would like free help to understand this document in your own
language, please phone us on 01952 382121.
Other Customer Feedback
Telford & Wrekin also welcomes various other types of feedback
outlined below which can also be submitted via the
online Customer Feedback form
-
Information Requests
-
Customer Enquiries
-
Comments/Suggestions
-
Compliments |