Complaints procedure - Richmondshire District Council

Why have we got a complaints procedure?

Richmondshire District Council aims to provide the best possible services to meet the needs of all local people. When this does not happen, the Complaints Procedure aims to make sure we "put things right" in a timely way and continually improve our services.

What is a Complaint?

A complaint is:- "An expression of dissatisfaction from a member of the public about the Council's action, lack of action, or about the standard of service, whether the action was taken or the service was provided by the Council itself or a person or body acting on its behalf."

What is not a Complaint?

Most of the contact we have with members of the public are enquiries rather than complaints. The Complaints Procedure does not cover:-

Requests for a service or provision of information.
Complaints which are essentially criticism of or disagreement with approved Council Policy or decisions properly taken.
Any matter where a right of objection or appeal exists, (such as a grant or refusal of planning permission), unless the complaint relates specifically to the way the matter has been administered.
Complaints which could reasonably be the subject of court or tribunal proceedings or which need to be referred to the Council's insurers. (For example, action for compensation or personal injury).
Any matter which falls within the remit of the Council's disciplinary procedure.
Complaints about the conduct of a Councillor. See leaflet published by Standards Board for England.

Who can make a Complaint?

Anyone who is not satisfied with any service provided by the Council and has been affected by any error or omission in service provision.
Anyone who claims to have suffered an injustice as a result of action taken, or not taken, by or on behalf of the Council.
Complaints can be made on behalf of a relative or friend, providing their written consent has been given.

How Complaints can be made

Complaints must be accepted however they are received. This can be in person, by telephone or in writing.

In Person By calling into one of our reception areas.

By Telephone All Directorates of the Council can be contacted through the switchboard on 01748 829100

In Writing By letter, fax or email. All written complaints must be responded to in writing, with every encouragement given for the completion of the Complaints form. This could on request be completed with the aid of a member of staff, or on behalf of the complainant by an employee either over the telephone or by a personal visit. A copy of the complaints form can be down loaded by following this link : Complaints Form

Via a Councillor Or other local representative. Folllow this link for Councillor contact information: Your Councillor

Referred From another organisation who has received a complaint about a service provided by the Council e.g Local Government Ombudsman

How to contact your local Councillor

Your local Councillors are there to help you. You may wish to raise your complaint with your Councillor who may be able to help resolve the problem without the need to go through the Formal Complaints Procedure. The Democratic Services Section of the Resource Service will be happy to provide you with the name(s) and telephone number(s) of your Ward Councillor(s) or any other Councillor you may wish to contact.

The Local Government Ombudsman

A complaint can be referred to the Ombudsman at any time, although it is normal practice for the Ombudsman not to begin an investigation unless the Council has had an opportunity to use its own procedures to resolve the complaint. There is a separate leaflet, available from Council Officers which explains how to complain to the Ombudsman. Alternatively, you can follow this link Ombudsman or you can contact the Ombudsman at the following address:

Beverley House

17 Shipton Road

YORK

YO30 5FZ

01904 380200

Time Limits

It is helpful for a complaint to be made on the spot, or as soon as possible after the problem arises. All complaints must be made within three months of the event, or within three months of becoming aware of the need to complain.

Three Stages of Complaints Procedure

STAGE ONE

INITIAL ASSESSMENT AND QUICK RESOLUTION

This stage of the Procedure is to make an assessment of each Complaint.Most complaints will be dealt with within 5 working days.

STAGE TWO

INVESTIGATION BY ASSISTANT DIRECTOR

This stage provides for complaints which cannot be dealt with immediately or require more detailed investigations.

STAGE THREE

EXECUTIVE DIRECTOR

This final stage gives the right to referral to the Executive Director.

Complaints about the Executive Directors or Chief Executive

Where a Complaint relates to an action (or omission) of an Executive Director, the Complaint will be referred to the Chief Executive for investigation. Where the Complaint relates to an action (or omission) of the Chief Executive, the Complaint will be referred to the Executive Officer who will determine, in consultation with the Chairman of the Standards Committee, how to proceed.

What can we do to put things right?

We will:

Apologise for a Complaint which has been substantiated.
Provide an explanation and ensure that all points raised are answered fully and clearly.
Take all necessary action to put things right where applicable.
Consider payment of compensation where the Complainant has suffered injustice as a result of what the Council has done or not done.
Ensure that the same problem will not re-occur by remedial action and monitoring.

Time limits for the Council's response

Of simple Complaints, an assurance of remedial action, or a response that no action is required, will be made within 5 working days.
Complaints which cannot be resolved immediately will be acknowledged within 5 working days.
Investigations of complex Complaints will be initially responded to within 10 working days, with a full response within 21 working days.

Anonymous Complaints

The Council will not usually deal with anonymous Complaints. A request can be made for a Complaint to be dealt with in confidence where this is appropriate.

How to contact the Council

Telephone: 01748 829100

Write to:

Richmondshire District Council

Corporate Unit

Swale House

Richmond

North Yorkshire

DL10 4JE

Call in: To see us at one of our Community Offices at Colburn, Hawes, Leyburn, Reeth or Richmond

Fax: 01748 825071

Email: enquiries@richmondshire.gov.uk

Data Protection

DATA PROTECTION ACT 1998

Any information supplied in relation to Compliments, Comments or Complaints will be held in a computerised form and will be passed to the relevant Service Unit(s). Data may also be passed to your Ward Councillor as the elected representative for your area.

Link to Complaints Form

Print page Last updated: 22 May 2008

related sites

features