We are also happy to hear positive comments and will be delighted also to receive these.
Procedure
Please get in touch with either Kevin Love, Director, or person you originally dealt with and tell them why you are unhappy either by telephone, e-mail or letter
What we will do?
When we receive your complaint we will write to confirm this within five working days, stating what action we will take.
Your complaint will be passed to the Head of Service about which you have complained. The matter will be investigated and a written reply sent to you within 10 working days.
If your complaint is under the Freedom of Information Act it will normally be handled by a person who was not a party to the original decision.
Some complaints may take more time to investigate, but we will keep you informed of our actions and the progress we have made.
What action will we take?
Where we have made a mistake then our reply will explain what went wrong and how we propose to put things right.
If we have not provided information that we should have provided, it will be supplied as soon as possible.
If our procedures are at fault we will improve them.
We review all complaints at a later date and, if necessary, change our procedures.
