HOW TO MAKE A COMPLAINT:
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There are a number of ways you can make
a complaint to the Council:
- By telephone 01664 502502 (open Monday - Friday 9.00am to
5:00pm)
- In Person at one of our Children’s Centres
(open Monday - Friday 9:00am to 5:00pm)
- By email complaints@melton.gov.uk
- By letter
- By fax 01664 410283
- Via your local councillor
- Via a friend/relative/CAB who can complain on your behalf
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WHAT HAPPENS NEXT:
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We will always try to resolve your
complaint immediately but if this is not possible we will always
try to resolve it within 10 working days. If this is not possible,
we will inform you as to the reasons why and give you an estimated
date of resolution. We will class this as a stage 1 informal
complaint.
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TAKING A COMPLAINT FURTHER:
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If you are unhappy with the outcome of your
initial complaint, please inform us and provide us with the
following information:
- when you made the first complaint
- who dealt with it (if known)
- what you feel we have done wrong
- what action you would like us to take
- what you think could be done better
We will class this as a stage 2 formal complaint and will ensure
that it is investigated by a senior officer responsible for the
service concerned. We aim to ensure that you are informed of the
outcome of this investigation within 15 working days of you
informing us.
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STILL NOT SATISFIED?
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If you are still not satisfied with the
outcome of your complaint, you may request a REVIEW. This will be
carried out by the Council's Complaints Officer who is independent
of the service you are complaining about. The aim is to complete
investigations and to advise you of the outcome within 28 days of
receiving your request to review the complaint.
If it is found that the complaint is justified, we will put things
right as soon as possible.
This is the last stage of the internal complaints procedure but if
you still feel that you have been treated unfairly, you may ask the
Local Government Ombudsman to look into your complaint.
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COMPLAINING TO THE OMBUDSMAN
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The Ombudsman will usually only consider
complaints that have been right through the internal complaints
procedure and where it is considered that the complainant has been
treated unfairly causing some form of loss, injury or upset.
Contact:
The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 0845 602 1983 or 024 7682 1960
Fax: 024 7682 0001
www.lgo.org.uk
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