www.wiltshire.gov.uk
Complaints - procedure
Summary of Service
The corporate complaints procedure gives customers the right to raise a formal complaint. It also provides guidance to our officers on how to deal with a complaint.
For statutory complaints concerning social services for adults and children separate complaints procedures exist, details of which can be found on the website and by contacting the department complaints officers.
Details of Service
There are 3 stages to the corporate complaints procedure. The first stage is the informal stage. This provides the opportunity for officers to resolve the complaint, if possible and resonable to do so. This should usually be actioned with 2-3 days and no more than 5.
If you remain dissatisfied you are entitled to progress the complaint to Stage 2, the formal stage. This involves an investigation being undertaken by one of the designated departmental complaints officers. There is a 28 day timescale to produce a report, which is sent out to you.
If after receiving the report you wish to progress to Stage 3, a review panel hearing should be considered. This is involves a panel of members (2 independent, 1 elected), looking at the complaint for a completely indepedent perspective.
The panel, together with the Head of Legal and Democratic Services, departmental representatives and the Corporte Complaints Officer attend a hearing to discuss the issues raised by you. You are also invited and encouraged to attend the meeting to ensure that you have every opportunity to highlight your concerns and confirm how you would like your complaint resolved.
If you believe that the matter has still not been dealt with effectively, you can take the matter up with the Local Government Ombudsman. Details are available on the website and complaints officers hold supplies of leaflets.
Needs
If you wish to make a complaint, you can do so in a number of ways. By electronic means through the website or e-mail. You can also put your concerns in writing or contact us by phone.
If you know which department your complaint falls within, you can ask to be put through to the department complaints officer. Alternatively you can contact the Customer Care Unit, who will put you through to the appropriate officer.
If you need advice or assistance in making a request, please contact the Corporate Standards Team using the contact details below.
Payment
There is no cost to use the corporate complaints procedure.
Eligibility
Everyone. However there are specific complaints that cannot be considered through the complaints procedure. It is designed to address complaints concerned with the service that the council provides as part of its responsibilities to the community.
When an alternative method to resolve an issue, such as legal proceedings, tribunals, appeals etc is used, the complaints procedure cannot be implemented. Complaints about staff will not be considered as this may be more appropriate to be put through the discipline procedure.
If you are unsure whether your complaint can be considered, please contact the Corporate Standards Team using the details below.
Contact Details
By Post
Corporate Standards Team
Wiltshire County Council
County Hall
Bythesea Road
Trowbridge
Wiltshire
BA14 8JN
By Email
complaints@wiltshire.gov.uk
By Telephone
01225 713069
By Fax
01225 713145
| A to Z Names | Complaints - procedure, Complaints - procedure |
|---|---|
| Keywords | Comments; Compliments & complaints |
| PID No. | 353 |
| IPSV Category | Complaints procedure (local government) |
| Level 1 Name | Complaints - procedure |
| IPSV ID | 6838 |
