Help Us to Help You

If you wish to make a complaint, comment or enquiry there are some simple steps you can take which will help us to help you.

Feedback works best for both Council and customers when it is factual, timely, constructive, balanced, and descriptive.

Remember, although we welcome complaints as a way of improving our service to you, we also welcome the opportunity to reinforce the good work of staff. If you want to congratulate a particular staff member for his or her efforts, please take the time to tell us.

Tackle the problem, not the person: Politeness always helps. Remember that what you are complaining about may have been an innocent mistake or oversight, which would not normally happen.

Tell us how to contact you: If you require a response to any comment, please remember to provide your email address or phone number when making your comment. Any personal information supplied will be used only for the purpose of responding to your complaint, comment or enquiry.

Act quickly: Make your complaint as soon as possible. The longer you wait, the less clear facts can become and the harder it can be to find a solution. However, if you are upset or extremely angry about a situation which is not an emergency, please allow a 24 hour cooling-off period before contacting Council to make sure your message is clear.

Make it clear: Try to summarise your complaint, and don't go into too much detail. If detail is necessary, set out the order that things happened, preferably with dates, and descriptions of incidents, phone calls, letters or meetings.

Tell us what you want: Indicate what you think should be done to put things right.

Keep a record: Keep copies of all letters written by you, or to you, and notes on phone calls or meetings. Don't forget to ask who you are speaking to, and their position in the organisation.

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