Comments, compliments, complaints - Christchurch and East Dorset Councils
We want to give you the best possible service. It is only by listening to your views that we can find out what we are doing well and what needs to improve.
What we ask you to do:
- Treat us politely and with respect
- Tell us when things go wrong so that we can put them right
If you have an idea for improving services, or want to comment on what we do, we'd like to hear from you.
- If you would like us to respond to your comment, tell us
- We will also tell you who is dealing with it and aim to provide a full response in under ten working days
We are always delighted to hear that our staff are doing a great job and we are providing a good service. We make sure they know when someone is complimentary, as this motivates staff and makes their work even more satisfying.
If you are making a complaint, we will:
- Carry out enquiries independently and fairly
- Deal with your complaint as quickly and effectively as we can
- Maintain confidentiality
- Keep you informed of our progress
We aim to provide the best possible service but we know that sometimes things can go wrong. If you're not happy with the service you have received, please tell us so that we can, where possible, sort out the problem. Our complaints procedure does not replace any formal appeals procedures, such as:
- Review of homeless decisions
- Allocation of social housing
- Advice given about health and safety which you think is incorrect
At this stage, we will endeavour to put things right as soon as possible, for example collect your missed bin, or chase any outstanding correspondence.
You can contact the service you are complaining about or the Customer Service Officer (contact details below)
If you are not happy with the result at Stage 1, you can ask for a management investigation. The Customer Service Officer who answers your call can help direct you to the Head of Service or you can write, e-mail or leave a message.
We will send you an acknowledgement within 48 hours of receiving your complaint and tell you who is looking into it. We aim to give you a full reply within ten working days at Stage 2.
If we can't finish our investigation in time, we will let you know.
If you are still not happy with the Head of Service response at Stage 2, you can ask the Chief Executive to look at your complaint.
The Chief Executive will independently review the previous decisions and decide if they were fair and reasonable. Again, we will aim to deal with your complaint within ten working days. If we can't complete it on time, we will let you know.
Taking your complaint further
If you feel we have treated you unfairly, you can complain to the Local Government Ombudsman.
The Ombudsman is an independent authority which makes sure that all councils act fairly and follow their own policies and procedures.
The Ombudsman will usually only consider your complaint following the Chief Executive's review at stage 3. You can contact the Local Government Ombudsman at:
Local Government Ombudsman Advice Team
PO Box 4771, Coventry, CV4 0EH
Phone: 0300 061 0614 (Mon-Fri 8.30am to 5pm)
Text: 0762 480 4299
Councillors and MPs
Your councillors and Members of Parliament are also here to help. You can contact them if you have a local issue that you want to bring to their attention. You can find details on your councillors and Members of Parliament by visiting: www.dorsetforyou.com/councillors
- Complaints about councillors - Christchurch Borough Council
If you feel that a councillor or a Member of Burton or Hurn Parish Councils have not behaved in a correct way, you can now make a complaint to your local council for investigation, rather than to the Standards Board for England.
- Complaints about councillors - East Dorset District Council
Name: Christchurch Borough Council
Tel: 01202 495000
Full details for Christchurch Borough Council
Name: East Dorset District Council
Tel: 01202 886201
Full details for East Dorset District Council