Stage 1

Initially an officer from the section that is the subject of the complaint will deal with your case. The benefit of this is that it is dealt with close to its source and, hopefully, can be resolved quickly, either by immediate action or a course of action suitable to you. If, however, the complaint cannot be resolved to your satisfaction, you can ask that the matter be referred to the appropriate manager (Stage 2).

Stage 2

Any complaint that cannot be resolved satisfactorily in stage 1, or one that involves a member of staff, will be referred to stage 2. The Head of Service, or a senior officer appointed by him or her will consider your complaint and, within ten working days, write to you to inform you either of the outcome of his or her findings or how the investigations are proceeding.

Stage 3

If you are still unsatisfied you may write to the Chief Executive. The role of the Chief Executive is that of an arbiter. A member of his staff will be allocated your complaint and, in close liaison with the Chief Executive, conduct the investigation on his behalf. This may involve reviewing the files and correspondence and undertaking interviews as necessary. On being satisfied that a full investigation has been made, the Chief Executive will then draw his conclusions from the information submitted and will notify you of these in writing.

There are a number of things that you can do that will help us to deal with your complaint:

1. Try to be clear about why you're not satisfied - for example, was it the decision we made or the way you were treated?  What do you think went wrong?
2. Say what you want to happen - do you want an apology? Do you want a different decision? Do you want the proper service that you feel you should have been provided in the first place? Do you want us to change the way we do things in the future?
3. Keep a record of events - if you speak to someone on the telephone, make a note of who you spoke to, when, and what was said.  If you write, keep a copy of your letter and any replies you receive.

Not satisfied with the outcome?

If you are not satisfied with the way we have dealt with your complaint, ask for your complaint to be referred to the Chief Executive or write to the Ombudsman (opens in a new window) .

Our Targets

We aim to :

• Consistently provide a high level of service to all of our customers
• Answer all telephone calls within five rings
• Acknowledge correspondence within three days
• Reply to your complaint within 10 working days where possible

 Contact Us

You can contact us in person or by telephone 01202 886201; you can complete a complaints form available from the council offices; a letter or e-mail complaints@eastdorset.gov.uk.  Staff will listen carefully to what you say and try to resolve the issue at an early stage.

• Complaints about councillors - East Dorset District Council