There are certain types of feedback that are not dealt with
under the corporate feedback procedure, these include:-
- 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
- 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
- Any matter which falls within the remit of the Council's
- Complaints about the conduct of a Councillor.
- An appeal made under the Freedom of Information Act 2000, or
Data Protection 1998.
- An appeal made under the Environmental Information
How can we receive Feedback?
We want to make the Corporate Feedback Procedure accessible to
everyone. Feedback may be given in any way for example:
- face to face at any Community Office
- by phone, direct to the Service Feedback Officer or the Contact
- by letter;
- by email to email@example.com
- via a Councillor. Follow this link for Councillor contact
Councillor or consult the 2008-11 Brief Guide to the
Council and your Local Councillors; and
- by using our
Corporate Feedback Form which is also available at all
Community Office locations.
The Local Government Ombudsman
An issue 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 had had an opportunity to use its
own procedures to resolve the matter.
Complainants who wish to make an electronic complaint need to
visit the LGO website and use the online form: www.lgo.org.uk/making-a-complaint
alternatively they can still be contacted by telephone on 0300
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0300 0610614
Fax: 024 7682 0001
It is helpful for feedback to be made at the time, or as soon
as possible after the issue arises. We understand that this is
not always possible. However, all feedback must be made within
three months of the event, or within three months of becoming aware
of the need to give feedback.
Three Stages of Feedback Procedure
At each stage, your feedback will be acknowledged within 3
working days of receipt
Reply by relevant Service Delivery Team
This stage of the procedure is to make an assessment of the
feedback given and to resolve if necessary. We aim to do this
within 15 working days of acknowledgement of the
Investigation by Head of Service
This stage provides for where the customer remains dissatisfied
with the response under stage 1. We aim to do this within
15 working days.
Investigation by Assistant Director
This final stage gives the right of referral to the Assistance
Director. The Assistant Director will explain the nature of their
investigation and any anticipated timescales.
What can we do to put things right?
- Apologise for an issue 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
- Consider payment of compensation where our customer
has suffered injustice as a result of what we have done or
- Ensure that the same problem will not reoccur by improving the
service and monitoring the outcomes of change.
Time limits for the Council's response
- For simple feedback, an assurance of remedial action, or a
response that no action is required, will be made within 15 working
- Feedback that cannot be resolved immediately will be
acknowledged within 3 working days and we will state how long it
will take to deal with your issue.
The Council will not usually deal with anonymous feedback.
However, request can be made for an issue to be dealt with in
confidence where this is appropriate.
How to contact us
Telephone: 01748 829100
Richmondshire District Council
Head of Customer Services
Call in: To see us at one of our Community Offices at Colburn, Hawes, Leyburn,
Reeth or Richmond
DATA PROTECTION ACT 1998
Any information supplied in relation to compliments, concerns
or complaints will be held in an electronic format and
will be passed to the relevant Services. Data may also be passed to
your Ward Councillor as the elected representative for your